Automatic parsing of letters coming to tech support

Another release of SmartNut , Service Desk systems for IT companies and IT departments, was released this week.

The most pleasant thing about the news: now it is possible to automatically process emails that come to email technical support, and register on the basis of these letters, applications from users / clients.

The general file account for the company’s account also appeared, where you can “add” technical documentation, regulations and everything else that is required.
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Under habrakat - in more detail and in details.

Registration of applications by email

You can disassemble mail only from one mailbox, the access parameters for which are specified in the settings:



After configuring the mailbox access settings, you must click on the button to enable the function of reading mail and registering applications:



From this point on, SmartNut will check the specified mailbox once every 10 minutes for new emails. If it fails to connect to the mail server for 3 times, the procedure is turned off, and the administrator of the company's account receives a notification.

Applications based on the letters will be created according to the following rule (see picture):



Files attached to the letter and weighing more than 2 MB are not attached to the application (such cases will be written in the text of the application created by the letter).

At the same time, if the address from which the application was received is found among the addresses of the contact persons of customers or users, then such an application will automatically “bind” to the found contact person and the customer.

If the email is not found in the database, then the application will be attached to the client and the contact person specified in the settings as “default” for such situations:

File storage

For ease of use of the system, we have implemented file storage. It can be stored as files associated with specific objects of the system (applications, contracts), and independent of any objects.

The maximum size of a file that can be stored in the system is 10 megabytes.

For applications, you can attach, for example, screenshots with errors:



And to contracts - scans of offline versions thereof:



Without binding to system objects, contract templates can be loaded into file storage, for example.

In the following releases the client’s personal account is expected.

You can access the system on the site .

Habrayuzer can also look at the system here:
Address: dev.smartnut.ru/habratest
Login: habrauser
Password: habratest
This is an access to the test company account, there is no data there, but you can click on the buttons. Access with admin rights.