Mapping Message Fields to Issue Fields

When an e-mail is sent to a monitored address, HelpDesk generates an issue and copies information from the e-mail to specified issue fields. HelpDesk automatically creates a default mapping between the e-mail fields and specified issue fields when you integrate an account. For example, the body of the e-mail is copied to the issue’s Description field. However, you can change the fields that the e-mail information is copied to using the Edit Mapping button.

To view the field mappings for the specified account:

Click the Edit Mapping button. The Edit Mapping window lists the fields in your selected project, with mandatory fields shown in red.

mapping message fields t1.png

 

To map an e-mail field to a project field:

Double-click the row of the project field you wish to map. The Edit Mapping Field window is displayed.

In the Edit Mapping Field window, select the E-mail Field you want to map to the selected project field, and click the OK button.

To undo a field mapping:

In the Edit Mapping window, double-click the mapping you want to cancel.

In the Edit Mapping Field window, deselect the Assign value to this field check box and click the OK button.

Click the OK button to save your changes, and close the Edit Mapping window.

In addition to the usual E-mail Fields, a special field called Lookup user from e-mail’s sender is included. If a project field is mapped to this field, the system will use the incoming e-mail’s From address in an attempt to find an existing HelpDesk user or contact who matches the credentials. If a user is found, that user will be associated with the e-mail. Otherwise, a contact may be created automatically if the option Create a contact based on the “from” address in the Default Values is set (See Setting Default Values for Issues Submitted by E-mail).

 

For example, a typical mapping could be like this:

E-mail Field

Vector HelpDesk Field

Subject

Summary

Body

Description Log

From

Instead of mapping From to a Vector HelpDesk field, you can use the <Look up User from sender’s e-mail> macro to fill in the field with Vector HelpDesk user ID.

To

Contact (this would allow you to search for issues submitted by e-mail)

 

Related Topics

Setting up E-mail Integration

Mail Settings

Assigning Default Values for Issues Submitted by E-mail