Defining Integration Rules
An integration rule specifies how an e-mail message is converted to an issue. You define a rule by choosing the Exchange mailbox or Public folder that contains the e-mail messages to be converted, mapping e-mail fields to HelpDesk fields, and assigning default values to HelpDesk fields.
Choosing a mailbox or Public folder
All new messages sent to a specified mailbox or Public folder are converted to HelpDesk issues. You can have different mailboxes/Public folders for each of your projects.
Mapping Fields
You map the e-mail fields (such as From, Subject, and Body) to Vector HelpDesk fields. For example, a common mapping is the E-mail Subject to the Summary field, and the E-mail Body to the Description Log field.
For fields like Submitter and Contact, use the <Look up User from sender’s e-mail> macro to enter the Vector HelpDesk user ID in the field.
Copying Attachments
When an e-mail message is converted to an issue, you can copy attachments to an issue field (such as the Attachments field). The field store links to the attachments, which are actually copied to the Web server.
Assigning Default Values
You can assign default values to fields. If an Exchange field is mapped to an Vector HelpDesk field, the default value is used only if the Exchange field is empty.
Fields that are required in Vector HelpDesk (for example, Summary and Priority) must be mapped or assigned a default value. For this reason, you may want to add an Unknown or Unspecified value to a choice list field and use it as the default value in issues submitted by e-mail.
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