Ask the Community
Groups
FAQs | Email parser - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Introduction</p> <p>This guide lists some of the frequently asked questions about Email parser. </p> <p>FAQs</p> <ul><li> <strong>How to create an email parser?</strong> <ul><li> Refer to this <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360012822998" rel="noopener nofollow">guide</a> to set up your email parser. </li> </ul></li> <li> <strong>How are replies added to a ticket? </strong> <ul><li>Message threading is based on the message-id of the email. The ticket number in the subject line is used as a fallback option. Refer to this detailed <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360016273578-Ticketing-with-Email-parser" rel="noopener nofollow">guide</a>.</li> </ul></li> <li> <strong>Why is the connection failing when creating a parser? </strong> <ul><li>Email parsers in PSA use the IMAP protocol to parse the emails from a mailbox to tickets. If the setup fails due to any connection issues, we recommend testing your configuration on the test connectivity tool. Refer to <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360016915957-Testing-IMAP-connections-for-email-parser" rel="noopener nofollow">this</a> detailed guide. </li> </ul></li> <li> <strong>Are all my emails read when I create a parser?</strong> <ul><li>Only <strong>new</strong> emails in the mailbox will be converted to a ticket once the newly created parser is active. </li> </ul></li> <li> <strong>How do I stop tickets creation of my older emails? </strong> <ul><li>On an existing parser if you do not want emails to be converted to a ticket. Delete and recreate the parser in PSA. This will only convert the new emails to tickets after recreation.</li> </ul></li> <li> <strong>Why do I get an error 500 when creating the parser? </strong> <ul><li>Check if your password has any HTML tags in it and remove them. The system doesn't accept any HTML tags.</li> </ul></li> <li> <strong>The system is not creating tickets for only one of my Clients.</strong> <ul><li>Email parser doesn't process any emails that contain Body text <strong>Base64 </strong> and will skip it. Check if the email source of your client contains this encoding. </li> </ul></li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/ENMW8G0F1R7X/mceclip0.png" alt="mceclip0.png" class="embedImage-img importedEmbed-img"></img></p> <ul><li> <strong>How do I block ticket creation for any emails? </strong> <ul><li>You can use the blacklist feature. Refer to this <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360004073431-Block-ticket-creation-for-bounce-back-automatic-replies-in-BMS-" rel="noopener nofollow">guide</a>. </li> </ul></li> <li> <strong>Why are my emails going to unknown tickets? </strong> <ul><li>For emails coming from a sender whose contact is not present in PSA, Parser creates them as unknown tickets. Refer to this detailed <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360021687971-Scenarios-where-the-Email-Parser-would-create-Known-vs-Unknown-Tickets-" rel="noopener nofollow">guide</a>. </li> </ul></li> <li> <strong>Is Oauth with email parser supported for all service providers?</strong> <ul><li>Currently, Oauth is only supported for O365 clients. Refer to this <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fkaseya%2Fhc%2Fen-gb%2Farticles%2F360016984198-OAuth2-0-for-Microsoft-O365-with-PSA-email-parser" rel="noopener nofollow">guide</a> for the setup. </li> </ul></li> <li> <strong>How does the Account association work for duplicate contacts?</strong> <ul><li>Duplicate contacts are supported in CRM. </li> <li>If an email belongs to multiple/different accounts, and all entries are active; the Email parser will skip this and create a ticket under <strong>Unknown tickets.</strong> </li> <li>If an email belongs to multiple/different accounts, and only one entry is <strong>active</strong>; the Email parser will choose the active contact to create the ticket. </li> <li>If the contact email entries are duplicated inside a single account, the Parser will choose this account for ticket creation. </li> </ul></li> </ul><p> </p> </article> </main>