Setting Default Values for Issues Submitted by E-mail

While the Edit Mapping window will allow associating e-mail fields to HelpDesk project fields, it is possible to define a separate set of values that will be applied along with the imported e-mail fields. When HelpDesk fields are not mapped to e-mail fields, or when those mapped values are empty, the default values are considered. There are two different types of Default Values:

·    Global Default Values are set in the Issue Completion section of the E-mail Integration Account window.

·    Rule Default Values can be set within any specific Rule that has Create as an Action Type, and if specified, they can override the Global Default Values.

For example, you could have a Global Default Value that sets the HelpDesk field Priority to Medium. This may be acceptable in the majority of cases, but for the sake of this example, let’s say a Rule is created to treat e-mails sent from the CEO to the HelpDesk system. In this case, you may want the issue Priority to be set to High, instead of Medium, but still use all other existing Global Default Values. By using the Rule Default Values, special cases like the one just described are possible.

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If you mapped Lookup user from e-mail’s sender to any HelpDesk field in the Edit Mapping window, selecting the Create a contact based on the “from” address if one doesn't already exist checkbox will enable the auto-creation of contacts when no match is found in the system. (See Mapping Message Fields to Issue Fields)