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 ).

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.

How often your mailbox messages are processed depends on the frequency of the Windows Service controlling IEM.  This Incoming Email service is set to run every 30 seconds.  Premises customers can change the frequency of this Service, however, it is important that the frequency not be set too short. Especially with multiple mailboxes, you should give the service enough time to process all 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.