This document will show you how Email Integration works in Naverisk. Email integration allows you to keep all email correspondence associated with the relevant support ticket, and centrally available available to all technicians.

1.0 Prerequisites

1.1 Set up a Dedicated POP Mailbox

To setup Email to Ticket Parsing a dedicated POP3 account will be needed. Create a dedicated POP mailbox to receive emails for back up or Antivirus as an example, have Naverisk check that POP mailbox and turn any emails in that mailbox to Naverisk Tickets. Using Email Rules, Naverisk can interpret these emails and automatically assign them a SLA Class, and SLA Status.

1.2 Make sure Naverisk can send Emails

  1. To ensure that Naverisk can send emails successfully, first make sure that there is an SMTP server setup for Naverisk to use. It is recommended to use a local SMTP server which permits mail relays from the IP address of the Site Controller. For step by step instructions on how to set this up please refer to the Site Controller Installation Guide, under the chapter labelled ‘Add SMTP Server’.
  2. After setting up the SMTP server, navigate to Settings > System Settings and enter the connection information for SMTP gateway address and credentials.
  3. Send a Test Email after to verify that Naverisk can successfully send emails.

2.0 How to Set Up Naverisk Email Integration

2.1 Setting up a POP Mailbox

Warning: Make sure that this is a dedicated Pop Mailbox; Naverisk will POP all emails from the account and create these emails as Tickets.

  1. Navigate to Settings > Email Integration and click the New Email Integration Rule on the top-level Client.

2. Enter the email address and connection details of a specific POP Mailbox for            Naverisk to monitor.

Many of these settings are in relation to the pop email account that Naverisk will be checking for tickets. However, the Default SLA Class, Default SLA Status and Default Ticket Source are mandatory fields used to populate those ticket attributes on the generated Naverisk ticket.

2.2 Configuring Email Settings

Naverisk can send Alerts to a dedicated person or distribution group, enter their email address in the textbox for Alert Recipients.

Allow Mail from Domains/Addresses: This will only need to be setup for sub Clients not the parent Client, this allows emails that get sent in by these sub Clients to be automatically mapped to the correct Client when creating a Ticket. The format for this will be the email domain without the ’@’ symbol.

In the response email template enter SupportEmailAcknowledge.template to have a non-Client-specific acknowledgement email sent out upon logging of a support ticket. We have also included a couple of alternate template designs. For some variation please try the new templates: SupportAcknowledgeExample1.template or SupportAcknowledgeExample2.template

The Response Email Address does not have to be the address of an existing mailbox; if an address is specified in this field then the acknowledgement email will appear to originate from this address.

The Naverisk Email Integration should now be operational, so send a test email to any email addresses that have been set for Naverisk to monitor. If these mailboxes are working correctly and the Email Integration has been set up, a Ticket will be logged in the Naverisk Console matching the test email.

2.2.1 Configure Naverisk for Client Specific Email Integration

In addition to setting up Email Integration, setup Naverisk so that support requests from a Client’s domain create support tickets which are automatically associated with that Client. To do this, follow the steps below:

  1. Navigate to Settings > Email Integration and edit each sub Client.
  2. For each sub Client, specify the field labelled ‘Allow Mail from Domains/Addresses’. Populate this with the Domains used by the sub Clients (i.e. Client1.com).

3. When tickets are logged from email address belonging to these domains they will be associated with the correct Client in the Naverisk Tickets Tab.

2.2.2 Notifications for Email Integrating

Alerts for Email Integration are handled differently than Alerts raised automatically by Agent Monitoring. 

To have Notifications sent to a specific email account or distribution group when a Support Ticket is logged via email, just populate the ‘Alert Recipients’ field with the email address that notifications should sent to. If there are a number of recipients for this Notification, then the use of a Distribution Group is recommended. Note that this is for alerting engineers, not for alerting a Client.

2.2.1 Configuring Email Acknowledgements

In the example above, there are 2 fields labelled ‘Response Email Template’ and ‘Response Email Address’. These are used to define the Email Template sent out to Clients and what address that email will originate from. 

The Email Templates are located on the Naverisk Site Controller within the folder ‘C:\Program Files (x86)\naverisk\SiteController\EmailTemplates’ by default and can be edited to match your business requirements.

The following example uses a customized template and illustrates what End Users can expect to see as a result:

This is what End Users would see after submitting a Support Ticket by email:

2.3 Email Cut Off Functionality

When receiving emails from your customers that generate support tickets, each email that is bridged will also include the signature in most cases. Naverisk has implemented a feature where you can cut off an email at a certain point, for example, the signature in emails. This ensures that a ticket only includes the most relevant information and not the noise from signatures.

To implement this feature, navigate to the Settings tab > Clients & Licensing and take note of the Email cut off at:

We have this configured to use the beginning o our support email footers and cut off anything else in the email from there.

This means that the signature and anything that follows is not included in the ticket when the email is bridged.

For example, this is what the email looks like when it's about to be sent through Outlook:

The below image is what the Ticket Note will look like in your Naverisk portal when it has been bridged and has the email cut off functionality configured:

Using the Default Waterline text as per the below screenshot:

This will cut off everything in the email from the generated line in every email. An example of the Waterline Text is included below:

2.4 Emailing Directly from Support Tickets

Users can email directly from the Service Desk. From the ticket view, select the Activity tab and click Public Reply.

This opens the email editor. By default the email is sent to the ticket contact person. Additional recipients can be added by clicking on the + icon on the right. You can also type email addresses directly into the address field. The editor supports formatted (HTML) email including fonts, colour, tables and hyperlinks.

The Canned Text button allows pre-defined email text to be inserted. The History button inserts ticket history entries. The Files button is used to attach documents or files to the email, or to insert images inline into the email text.

An explanation of the To and From field (where they are derived from) follows. Note that these both customisable.

To: This is populated based on the Client and Contact Person associated with the Support Ticket.

From: This is populated based on the User assigned to the Ticket.

Note: To set a default From address to be used regardless of User assigned to the Ticket, edit the Response Email Address for your Parent Client under Settings > Email Integration.

2.5 Customising Naverisk Email Alerts

Things you need to know about customising your Templates.

From within these settings there are different ways to modify the templates, but first we need to build some to be used in the system.

  • Onsite systems: Have the option of editing/replacing the Email Templates in the Naverisk Server location in directory C:\Program Files (x86)\Naverisk\SiteController\EmailTemplates 
  • Cloud systems: Feel free to request any of the templates from the team at support@naverisk.com, otherwise, if you wish, you can build your own from scratch.

Below is the IncidentNew.template as an example for configuration:

  • The first line is used as the Subject of the email, the rest is shown on the Body of the email.
  • You can arrange the Template in an order and format of your choice, you can also remove/add lines to the Template to include/exclude information.
  • You can change the Template anytime without restarting any Naverisk Services.
  • Make sure to back-up the Customised Email Templates as it will be overwritten once an Upgrade is made.

2.5.1 Template Customization

The following are the relevant Fields that can be included in the Template: Incidents Template 

  • IncidentNew.template
  • IncidentAddedNotes.template
  • IncidentReopened.template
  • IncidentOwnerChanged.template
  • IncidentSLAChanged.template 
  • IncidentClosed.template

Below are the parameters that you can use in you Template, these can be used in the Subject Line of the Alert which will be used in the first line on the Template, or they can be used for the body of the Email Template.

For some example ideas on how you could set up your templates, we have preloaded the system with some examples. Please refer to SupportAcknowledgeExample1.template and SupportAcknowledgeExample2.template

2.5.2 HTML Template Customization

Naverisk has the ability to send HTML coded templates for delivery.

For our Onsite customers, this will require a Site Controller Parameter to be set to enable this functionality: <add key="EmailEncoding" value="HTML"/>

For more information on this change, please refer to the Site Controller Parameters Guide in the Naverisk Help.

The first line is used as the Subject of the email, the rest of the template consists of the HTML content and will be shown as the Body of the email.

These HTML templates need to be saved with a .html.template extension.

As some email clients may have difficulty with receiving HTML, Naverisk recommends that you also create an accompanying plain text version using the standard .template extension, for Naverisk to fall back on and send in case the HTML version is not accepted by the recipient email client.

When assigning a HTML template as a Response Email Template, the .HTML is not required as the correct template with be automatically used by the system.

For some example ideas on how you could configure your HTML templates, we have preloaded the system with some basic examples utilising simple to modify HTML code. For your reference please check out SupportAcknowledgeExample1.html.template and SupportAcknowledgeExample2.html.template.

Please remember that when assigning a HTML template as a Response Email Template, the .HTML is not required as the correct template with be automatically used by the system, so you only need to enter SupportAcknowledgeExample1.template

2.5.3 Uploading Email Templates

Under Settings > Email Templates you have the ability to upload text or html based content to send out on your alerting emails

To upload a customised template file, please use the ‘Add’ feature on the right of the template you wish to change:

This will provide you with familiar file selection box to select the template file:

And when successfully uploading, you will see the Custom Template Name as populated with the file name:

Keep in mind that just like most of the Naverisk system, all settings are Client specific and can be set differently

for different clients based on their varying requirements.

So, we will need to ‘Share’ this template with the sub-clients, if we want it to apply to their tickets too.

This can be accomplished by clicking the green Edit Icon:

And ticking the 'Share Custom Template with Sub-Clients" option:

Additionally, you can also make changes to the template directly using this ‘Edit’ option, and by selecting the ‘Template’ tab:

From this screen you can modify the Subject Line of the email alert that will be sent, and the email main body will be presented for you to reword and customise.

Once you are satisfied with the form, and have saved the changes, you can forcibly generate an email to test its appearance. This uses the ‘Send Test Email’ button found in the top right:

Select the email you wish to generate, the Client you wish to generate it against, and the email address you wish to send the test through to:

Please keep in mind though, that the Test email is not generated from a Ticket, so if are using the parameters mentioned in section 2.5.1, then they will not be populated in this test ticket:

2.6 Email Integration Enhancements

Naverisk will create failure tickets when it is unable to get email from your specified email integration server.

3.0 Troubleshooting

3.1 If the Body of an Email is not being Logged in the Ticket

This can happen if using Office 365 as the POP Mailbox. If the body of an email is not logged in the Naverisk Tickets, the solution is to disable TNEF for that Office 365 mailbox.

The following steps are to disable TNEF;

  1. This task will need to be performed on a computer with PowerShell and Microsoft Online Services Sign-In Assistant installed.
  2. Open an administrative PowerShell window and execute the following command:

$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://ps.outlook.com/powershell/ -Credential $LiveCred -Authentication Basic –AllowRedirection

Import-PSSession $Session

Set-RemoteDomain Default -TNEFEnabled $false

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