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Scenarios where the Email Parser would create Known vs. Unknown Tickets. - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Question: </strong>How do unknown tickets get created vs. known tickets in BMS?</p> <p><strong>Answer: </strong>Below is a summary of scenarios as to when the Parser will create known vs. unknown tickets: </p> <ol><li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com does not exist in BMS as a Contact or as an Employee</li> <li>This will result in an unknown ticket.</li> </ul></li> <li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com does not exist in BMS as a Contact or as an Employee</li> <li>support.com is however defined as a valid Domain Name under <a href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fhelp.kaseya.com%2Fwebhelp%2FEN%2FBMS%2F%2332684.htm" rel="noopener nofollow">CRM > Accounts</a> </li> <li>This will result in a known ticket.</li> </ul></li> <li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com is a known Contact in BMS</li> <li>This will result in a known ticket.</li> </ul></li> <li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com is a known Contact in BMS but it exists under two different CRM Accounts</li> <li>This will result in an unknown ticket.</li> </ul></li> <li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com is a known Contact in BMS, CRM Account "Microsoft"</li> <li>support.com is defined as a valid Domain Name, CRM > Accounts "Oracle"</li> <li>This will result in an unknown ticket.</li> </ul></li> <li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com is a known Contact in BMS</li> <li>email@support.com is defined as an Employee in BMS</li> <li>This will result in a known ticket.</li> </ul></li> <li>email@support.com sends an email to the Email Parser: <ul><li>email@support.com is defined as an Employee in BMS</li> <li>This will result in an unknown ticket.</li> </ul></li> </ol><p><strong>Applies to: </strong>BMS Email Parser.</p> </article> </main>