Mail-In via Valuemation Enterprise Integrator

Valuemation Enterprise Integrator(based on Orchestra by Soffico GmbH) can be used to import emails from a defined mailbox to Valuemation. 'IMAP' and 'POP' protocols are supported.

Functionality Overview:

• Valuemation Enterprise Integrator (Orchestra) is used to parse emails into individual components for use by Valuemation. Orchestra needs to be set up to interface with Valuemation.
• Email data is stored in an 'interface' Valuemation object type 'Data Input'. Embedded pictures in rich text fields and attachments are also included. 'Data Input' objects can be inspected using a standard Valuemation catalog and editor.
• Valuemation escalation periodically checks data in the interface table. If new data (meeting certain predefined conditions) is detected, the following happens:
  • an existing ticket is updated

    This happens if an existing ticket number has been detected in the 'Data (content)' attribute of the 'Data Input' object.

    The ticket gets updated regardless of its status.

  • a new ticket is created

    This happens if no ticket number has been found in the data.

• The ticket creation is governed by settings made in Valuemation mainparameters. By default, tickets of the 'Call' ticket class are created.

Note: Throughout this chapter, the terms 'Valuemation Enterprise Integrator' and 'Orchestra' are used interchangeably, 'Orchestra' being the preferred option.