E-mailintake instellen
Provision inbound mailbox · Configure email forwarding · Configure email classification
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Provision inbound mailbox
Provision inbound mailbox.
Who can do this: Tenant administrator
Before you start
- Email Intake must be enabled for this organization and the user must have permission for the selected configuration or inbox action.
Safeguards
- Receiving mail requires a functioning inbound mail service and domain configuration; the page alone cannot receive it.
- Email intake stages messages for human triage. A received email is not automatically an incident, service request, or change until an operator creates or merges it.
- The inbound address is tenant-specific. Do not reuse one tenant address for another tenant or publish a test address as production support contact.
- Disabled intake should stop processing new inbound messages for the tenant, but it does not delete existing staged emails.
- If provisioning or test delivery fails, ask the service owner to investigate; do not paste mail-provider credentials or secrets into chat.
- Go to Configuration → Email Intake.
- If no address exists, choose Provision Email Address and wait for the confirmed address.
- Copy the inbound address and publish it wherever users should send support mail.
- Keep Email Intake enabled when the address should actively process messages.
- Save the settings and send a test email to the inbound address.
- Verify the email appears under ITSM → Email Inbox, moves out of "Classifying..." after AI processing, and can be triaged by an operator.
Expected outcome: The user has reviewed the result of provision inbound mailbox in the application.
Configure email forwarding
Configure email forwarding.
Who can do this: Tenant administrator
Before you start
- Email Intake must be enabled for this organization and the user must have permission for the selected configuration or inbox action.
Safeguards
- Auto-forward sends a copy outside ITLedger. Confirm the destination and intended recipients before enabling it.
- The original staged email remains available if forwarding fails. Review the recorded delivery failure.
- The inbound address is tenant-specific. Do not reuse one tenant address for another tenant or publish a test address as production support contact.
- Disabled intake should stop processing new inbound messages for the tenant, but it does not delete existing staged emails.
- Go to Configuration → Email Intake.
- Enable Auto-Forward and enter the reviewed, monitored destination mailbox.
- Save the settings and send a test email to the inbound address.
- Verify the email appears under ITSM → Email Inbox, moves out of "Classifying..." after AI processing, and can be triaged by an operator.
Expected outcome: The user has reviewed the result of configure email forwarding in the application.
Configure email classification
Verify that enabled email intake classifies staged messages for human review. Classification does not create a ticket or prove the suggested ticket type is correct.
Who can do this: Tenant administrator
Before you start
- Email Intake must be enabled for this organization and the user must have permission for the selected configuration or inbox action.
Safeguards
- Classification happens asynchronously; a message may briefly show Classifying before it is ready or reports a failure.
- Email intake stages messages for human triage. A received email is not automatically an incident, service request, or change until an operator creates or merges it.
- Classification failure does not prevent an operator from manually reviewing and triaging the message.
- Disabled intake should stop processing new inbound messages for the tenant, but it does not delete existing staged emails.
- Discarded and expired email records are lifecycle-managed and may be hard-deleted after the retention window by the backend job.
- Go to Configuration → Email Intake.
- Keep Email Intake enabled when the address should actively process messages.
- Save the settings and send a test email to the inbound address.
- Verify the email appears under ITSM → Email Inbox, moves out of "Classifying..." after AI processing, and can be triaged by an operator.
Expected outcome: The user has reviewed the result of configure email classification in the application.
Aanbevolen werkwijze
- Test instellingen met een representatief ticket of bericht.
- Herzie instellingen na proces- of teamwijzigingen.
Gerelateerde handleidingen
Lees verder in Support instellen
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