We are starting to work on auto opening and closing Meraki and UniFi alerts, but since all those alerts come from a single email address, we can’t use incoming email address to identify the clients.
If we create a custom field in AT for our clients and list the client’s abbreviation (ex. BAY for Bayon), can we have E2AT identify that abbreviation in an email and see what client it is associated with?
Hi @bayon
Yes, you can extract identifiers from the body of the email, locate an Autotask account (or contact or configuration item if you wish), and create a ticket associated to that account/contact/configuration-item.
You can potentially update that existing ticket when a second email arrives for the same issue.
Here’s a video that should help get you started:
Here’s another video for a different vendor, but the workflow is very similar. You might find this helpful, as well:
This is great, I hadn’t seen the 2nd video before. I’ll chime back in if and when I get stuck.
Another quick question on this. In your second video, you are extracting the actual business name, then finding the account. Is there anything I do differently if I am identifying an abbreviation?
For example, I have the user defined field call abbreviation under a company name. In our instance, our company is Bayon IT and the field would be filled with BAY.
When our firewall goes offline, somewhere in the ticket it would say BAY-FW001. Is there a step I would do differently in your video to associate BAY with Bayon IT before I resume the rest of your video?
The only difference is in the Query to Autotask. Instead of querying where AccountName = Bay, you’d query query where UDF:FieldNameGoesHere = Bay.