Incoming Email Overview


You can have the system automatically convert emails into new issues through Incoming Email (IEM). If you are also using Email Notifications or any Outgoing Email in your site, IEM will also convert Replies or Forwards related to those messages into notes on their originating issues.

All emails sent from your site include embedded issue tags in the subject line in case they ever come back in a Reply or Forward through IEM (e.g. RE: Issue #12345 ).

How to Add a Note to Existing Issues

The easiest way to add a note to an issue is to reply to its associated outgoing email notification you have received from Issuetrak. However, you can manually reply/forward a message by adding the appropriate subject to the beginning.

IEM searches the subject line of each email message for special values that would indicate this message is a response to an existing issue.  Only senders with the right to view AND edit the issue will be able to add notes to it.  The following subject line prefixes are supported by IEM:

  • RE:
  • FW:
  • FWD:
  • AW:
  • FS:
  • VS:
  • WG:
  • VB:
  • VL:
  • SV:
  • ODP:
  • BETR:
  • CV:

Example Subjects

If you have changed the Issue Label to something else, simply replace all examples with that label instead of "Issue" to ensure your reply gets processed.

  • RE: Issue #1234
  • RE: Issue #2345, Server is down
  • FW: Issue #65432
  • FW: Issue #555, Need assistance!

Application-Level Considerations

There is no limit to the number of POP3, Secure POP3, IMAP or Exchange mailboxes IEM can process. Each of these mailboxes may reside on a different server and have different access credentials. In addition, each one can be processed differently based on its settings within your Issuetrak interface. This includes—whether or not the system:

  • Deletes messages from the mailbox server after processing
  • Applies a size limit to the individual Attachments it will add to issues
  • Applies a default Assignment, Quick Pick, Class and/or Issue Type to new issues
  • Tries to determine Issue Type/Subtypes for new issues using the Subject line
  • Tries to determine a Quick Pick to use to create new issues using the Subject line
  • Adds Email Distribution List Members to issues based on the CC line
  • Accepts only messages from existing users or from unknown users by:
    • Using a default user record to submit their issues
    • Using a template to create their user record, then submit their issue
    • Using simple defaults to create their user record, then submit their issue
    • Emails login credentials to new users it creates from sender and/or CC line
  • Reopens closed issues when additional replies are received
  • Accepts only a certain number of messages from the same user within a certain number of minutes (to prevent email loops)

Across all your IEM mailboxes, there are additional options you can configure.

  • Email Tokens – when included in an email, it will change values in certain fields, such as user defined fields or perform a specific action such as assign or close.
  • Keywords – specific words or phrases that trigger an email to be bounced and not processed, such as common auto-reply or spam terms.
  • Excluded text – standard confidentiality or disclaimer statements that are left out of the text when emails are processed.
  • Blocked attachments – specific attachments that can be excluded from processing, such as a logo or other image file included in email signatures.

Server-Level Considerations

The messages in your mailbox are processed as quickly as the set frequency of the Windows Scheduled Task controlling IEM.  The scheduled task is always deployed with an initial start time of 12:12AM, and set to run every 2 minutes by default with a random offset between 0-120 seconds.  The scheduled task consists of two processes that are launched consecutively:  The Email Retriever and the Email Processor.  Premises customers can change the frequency of this task, however, it is important that the frequency not be set too short. Especially with multiple mailboxes, you should give the task enough time to process all of its mailboxes before it is set to run again or performance problems can occur.

The system inserts Submitted by direct email to in the Issue Description or Note as it converts email messages. This is the only noticeable difference between how the system responds to issues or notes added through IEM and those entered through the site’s interface. All other processes will apply as normal, such as Email Notifications, Escalation Rules, Substatus Rules, Service Level Agreements, etc.

Logging Considerations

There are two logs maintained for Incoming Email:  The Product log and the Service log.

The Product log is kept for informational purposes and logs the content of every email processed by Issuetrak.  You can navigate to it by finding Administration along the navigation bar in the top left, choosing Incoming Email, then clicking View Log along the lefthand menu.  

The Service log is generated by the Incoming Email Scheduled Task, and contains information related to the Web server's communication with the Incoming Email server(s), as well as receiving and processing the emails into issues.  Each log file will be up to 20MB.  Once a file reaches 20MB, a new log file is created.  Up to 10 log files will be kept.  The Service log is stored in each Issuetrak site's Web folder within:  pathto:\WebFolder\Services\IEM\Logs\