This page includes details for Automated Assignments from external (email) sources.
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Click here to download the Automated Assignment User Guide.
Automated Assignments provide the ability to create Assignments in Webvantage based on incoming email from a verified source (a client or an employee). The assignments that are created are accompanied by an Email, like all other assignments. Assignments created can contain attachments and images and can be created as routed or non-routed.
External sources are not included on communications after the initial assignment is created (by design), but internal sources are (like all assignments). Various accounts can be established to support different types of incoming assignments such as internal support tickets, external requests, work orders, etc.
To initiate the Automated Assignment, send an Email to the designated Email account.
The “from” email address is checked against existing client and/or employee contact records for validation, based on settings.
System Actions
A new Assignment record is created for the default job (if specified at Agency or Client level) or the Office (if contact is Employee and no job is specified) or for the Client (if contact is client and no job is specified). The message includes information on the source of the message.
Email is also sent to the Assignee when a default is established.
Note: If an employee sends a request and there is no default job and there is no default office on the employee record, the account will not be found and the employee will receive a failure message. Employees sending requests through this feature must have an office assigned.
If no assignee is found, the assignment will be found in the Unassigned folder in the Assignments and Alerts Manager module.
All attachments and screen shots are included in both the Assignment record and the Email.
The source (Client or Employee) will receive a message with success or failure. When successful, the email message will include the custom or standard message and an Assignment ID when the Assignment is associated with a job. When no job is used, the Alert ID will be used as the Assignment ID.
Automated Assignment Accounts
Allow multiple accounts to house multiple settings for different purposes. Examples include Work Request, Client Support Ticket, Internal Support Ticket.
Setup
Advantage | Maintenance | Agency | System & Alert Options | Email Settings
POP3/Email Listener Settings must be complete. Listener account is not required, but the Email settings must be valid and complete.
Define Automated Assignment Accounts for any/all purposes. Any number of accounts may be defined (i.e. support@agency.com or workrequest@agency.com). An employee should NEVER have the same address as an Automated Assignment Account.
Automated Assignments for Client Contacts : Advantage | Maintenance | Client | Client – Automated Assignment tab
From this tab, users may select a default job and component number to be used to store the automated assignments. If not found here, the Agency level default job will be used, if it exists.