Ask the Community
Groups
Configuring Email2Ticket to Use User-Defined Fields (UDF) to Match Contacts/Accounts in Autotask - Connect IT Community | Kaseya
<main> <article class="userContent"> <p> </p> <ol><li>Hover over the Admin button in Autotask and select the User-Defined Fields option</li> <li>In the Accounts tab, click +New and create a new UDF named "Email2Ticket Domains". Your description can be "Alternate Domains (<<a href="https://kaseya.vanillacommunities.com/profile/domain1%26gt" rel="nofollow">@domain1&gt</a>;.com, <<a href="https://kaseya.vanillacommunities.com/profile/domain2%26gt" rel="nofollow">@domain2&gt</a>;.com, <<a href="https://kaseya.vanillacommunities.com/profile/domain3%26gt" rel="nofollow">@domain3&gt</a>;.com, etc.). Sort order should be 999, Field Type = Text (Single Line). The rest of the fields can be left with defaults. Save and Close.</li> <li>Search/Open the account you wish to configure the UDF for.</li> <li>Click the Edit button and go to the UDF tab. You should see the "Email2Ticket Domains" UDF listed.</li> </ol><p>When adding domains in to the UDF in Accounts, they are "<a href="https://kaseya.vanillacommunities.com/profile/domain1" rel="nofollow">@domain1</a>.com, <a href="https://kaseya.vanillacommunities.com/profile/domain2" rel="nofollow">@domain2</a>.com" etc. They must contain the "@" and are separated by commas. Once you have entered all the domains you wish to associate with that account, click the Save and Close button.</p> <p>The default rules in Email2Ticket are configured to derive contacts from the email addresses of senders, so if the domain is matched against a UDF, it will create the ticket under that account accordingly.</p> </article> </main>