Introduction

FetchMail specific customizations are described on this page.

Automatic field mapping

FetchMail supports automatic field mapping for incoming e-mails. This allows to automatically create Tickets prefilled with fields such as priority, classification, affected Item Id, deadline, etc.

FetchMail supports a parametrizes mapping block inside an e-mail. Every mapping parameter inside this mapping block is processed and the created Ticket is prefilled with its value.

The mapping block has to have the following structure:

-----BEGIN MAPPING----- CostCenter=CostCenter Name Category=Category Name Queue=Queue Name Priority=PRIORITY_CONSTANT Impact=IMPACT_CONSTANT Classification=CLASSIFICATION_CONSTANT AffType=AFFECTED_ITEM_TYPE_CONSTANT AffId= Affected Item Id IssueId=Issue Id ContactEMail=E-Mail Address ServiceLevel=ServiceLevel Name Deadline=ISO Date String Effort=int Minutes -----END MAPPING----- Ticket message here...

Rules

  1. The mapping must start with the keyword "-----BEGIN MAPPING----- " (including five dashes before and after the keyword).
  2. The mapping must end with the keyword "-----END MAPPING----- " (including five dashes before and after the keyword).
  3. The keywords have to be on a new line.
  4. Everything inside these two keywords will be processed.
  5. The mapping incl. the keywords is removed from the E-Mail message after a successful processing.
  6. It is allowed to have any text before and after the keywords. These text will be taken as message body when creating the Ticket.
  7. If a parameter cannot be processed (e.g. wrong parameter name, invalid value), the parameter is skipped and the next parameter will be processed.
  8. It is also possible to have only a subset of the supported parameters

Mapping parameters

Every mapping parameter inside the keywords is processed. The parameter key is case insensitive, but the constant values such as SW_DEFECT for classification are case sensitive.


The following parameters are supported:


Parameter key Description
CostCenter Name of the CostCenter. If there is more than one CostCenter with this name, the first matching CostCenter is taken.
Category Name of the Category. If there is more than one Category with this name, the first matching Category is taken.
Queue The name of the Queue. If there is more than one Queue with this name, the first matching Queue is taken.
Priority Priority. Possible values: LOW, MEDIUM HIGH  (in uppercase!)
Impact Impact. Possible values: LOW, MEDIUM HIGH  (in uppercase!)
Classification Classification. Possible values: SW_DEFECT, SW_RFC, INCIDENT, REQUEST_FOR_ENHANCEMENT, REQUEST_FOR_CHANGE, INQUIRY, REQUEST_FOR_SERVICE   (in uppercase!)
AffType Affected Item Type. Possible values: COLUMBUS_ASSET, SPIDER_ASSET, OTHER (in uppercase!)
AffId Affected Item ID
IssueId Issue IDs, Can be separated by semikolon (;)
ContactEMail E-Mailadress of the contact. If set, this contact is taken as DefaultContact for the Ticket and not the e-mail sender.
ServiceLevel Name of the ServiceLevel. If there is more than one ServiceLevel with this name, the first matching ServiceLevel is taken.
Deadline The Deadline. The format has to be in ISO 8601.
Effort The Effort, in minutes (e.g. 15)

Special rules

Category/CostCenter

There is one special rule for Category/CostCenter mapping:

If the CostCenter/Category was not found by its name, a new CostCenter/Category will be created. The newly created CostCenter/Category is then inserted into the special node "Mapped".

e.g.

category.png

ContactEMail

If ContactEMail is set, this e-mail address is used instead of the original "from" address of the e-mail. This allows e.g. to generate e-mails/Tickets coming from a Intranet form.