Auto create tags config

From Sit

Contents 1 Introduction 2 Configuration (version 1.86+) 3 Configuration (to auto create contact) 4 Other settings

Introduction

NOTE: We assume you have version 3.60LTS installed as a minimum! Important Note: If you want to enable the new auto create contact feature (available since version 1.8x) you have to do some settings in the LDAP config page (Control Panel -> General -> LDAP). See Configuring LDAP.

The minimum you have to set is the following:

$CONFIG['ldap_port']

$CONFIG['ldap_protocol']

$CONFIG['ldap_security']

$CONFIG['ldap_bind_user']

$CONFIG['ldap_bind_pass']

$CONFIG['ldap_user_base']

$CONFIG['ldap_type']

The configuration of this plugin is done via the Control Panel by selecting the Plugins tab.

Configuration (version 1.86+)

• Contacts to exclude - Default = none

An Array of contacts that are excluded from this function (i.e. if a contact's id is in this list the function will not try to auto create the incident, instead it will exit immediately

• Check if support in CC - Default = TRUE

Enable/disable the function to see if the support email was in CC field, in this case it may not be a real customer email but a copy on some info. If the support email in the config was in the CC: field the script exits, with no further action.

• Second support email address - Default = none

If you have a second support email address, this enables the "Check if support in CC" to check for this address as well.

• Check for cases with duplicate titles - Default = TRUE

Enable/Disable the function to check if a case exists, in the SiT Database, with a duplicate title. If an incident exists with the same title, then the script exits, to avoid creating duplicates, when a contact re-sends an email because he is impatient.

• Import CC addresses automatically - Default = FALSE

Enable or disable the ability to automatically import the CC email addresses in the incoming email, when the case is created.

• Force incident creation to default skill - Default = FALSE

This function if enabled will allow you to force the creation of the case to a default skill that has to be created in the software DB table. For eg we created a skill called "Software not automatically recognised" and gave that skill to all engineers. Thus when the function fails to "clearly determine the skill from keywords" then it will create the case but to a "generic skill" which can later be changed. We use this in conjunction with the Change_skill_plugin to easily change the skill afterwards in the user's interface.

• Default skill - Default = 1

The id of the skill to force create to (see above)

• Auto first response - Default = FALSE

Is the automatic email sent after the incident creation considered as the first response? If yes the plugin will ùake the first SLA "first response" automatically

If the above is enabled, then add this text to the update in the DB in this case the "text to be put in the DB under "bodytext" will be the string $straActFirstResponseText which is in the i18 file.

• Tag seperator - Default = none

Whether or not to use a seperator for specific phrases (as tags in SiT are only allowed to be single words) set to FALSE if not used! If enabled you can use multiple tags as a phrase like "Porche 911", which as tags will be "Porche.seperator.911" in the tag.

• Default priority - Default = 2

The default priority to use when creating an incident 1 = low, 2 = Medium, 3 = high, 4 = critical

• $CONFIG['auto_create_priority_low_array'] - Low priority skills list
• $CONFIG['auto_create_priority_medium_array'] - Medium priority skills list
• $CONFIG['auto_create_priority_high_array'] - High priority skills list
• $CONFIG['auto_create_priority_critical_array'] - Critical priority skills list

List of skills that autocreate must use, with a different priority level, by default all incidents are created according to the setting Default priority, the skills listed in these settings will be created according to the setting. See Skills

• Search bodytext] - Default = FALSE

If enabled the script will search subject and the bodytext if no result was found at first

Configuration (to auto create contact)

• Auto_create new contact - Default = FALSE

Enable this function if you want the script to "attempt" to automatically create a new contact, when the email originates from an unknown contact.

• Use LDAP to search for new contact - Default = FALSE

If enabled the function will also try to search the LDAP directory of your domain (see below) to try and identify the unknown contact.

***IMPORTANT*** This function uses the LDAP settings existing in SiT! See Configuring LDAP

• Search for unknown contact in Sitbase - Default = FALSE

If you enable this function, the plugin will search for contacts with a similar domain, to try and create the contact. By default this only happens if the LDAP fails or is not allowed.

• Selective domain for LDAP search - There is no default for this setting: If you do not set the domain of the users in your directory this function does not work

The domain of your AD/LDAP for e.g. if the domain part of the email addresses in your AD is 'company.com' then you have to put this into this setting field.

• LDAP result field to use for site identifier - Default = department: You have to set this equal to the ldapdisplayname used in your AD/LDAP to signify the site in order that the function can create the contact correctly.

This will be the LDAP field that shows at which location the contact is based. Currently this only works if the site is known to SiT!

• Domains excluded from the search function - Default = none

A comma separated list of domains to exclude from this function, for e.g. 'hotmail.com,gmail.com'. For these types of domains it is difficult to know where the client comes from as the user base is worldwide for the same domain.

Other settings

If you are having trouble, please enable DEBUG logging (Debug logging)