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Review staged email · Merge staged email · Create ticket from email

Choose the task you want to carry out. Each procedure includes its prerequisites, steps and safeguards.

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Review staged email

Review staged email.

Who can do this: Tenant administrator, Operator

Email Intake must be enabled for this organization and the user must have permission for the selected configuration or inbox action.

Opening a triageable email attempts to claim it. Other operators see a locked read-only state until the claim is released, expires, or is taken over.
Claims expire after 15 minutes of inactivity. The modal polls periodically and can show locked, expired, or stolen claim states.
AI classification may recommend a ticket type and field values, but operators should review short description, requester, category, urgency, and type-specific fields before creating a ticket.
Unselected attachments stay on the email record and may be deleted later when email retention purges the original.
Discarded messages can be restored until retention cleanup permanently removes them.
The inbox refreshes periodically, but operators can also click Refresh after sending test messages or retrying backend processing.
Classification failures do not block manual triage. The operator can still create or merge the ticket by filling the form manually.

Go to ITSM → Email Inbox.
Use the Active tab for new, classified, classification_failed, and awaiting_triage messages. Use All, Merged, Created, and Discarded for audit/history.
Search by subject, from address, or sender name when the queue is large.
Open an email row. The modal loads email detail, attachments, sender resolution, AI classification, and claim state.
If the email is already claimed, wait, take over if operationally appropriate, or return later after the claim expires.
For spam, duplicates, or non-actionable messages, discard the email. Restore it from the Discarded tab if that was a mistake.

Expected outcome: The user has reviewed the result of review staged email in the application.

Merge staged email

Merge staged email.

Who can do this: Tenant administrator, Operator

Email Intake must be enabled for this organization and the user must have permission for the selected configuration or inbox action.

Opening a triageable email attempts to claim it. Other operators see a locked read-only state until the claim is released, expires, or is taken over.
Claims expire after 15 minutes of inactivity. The modal polls periodically and can show locked, expired, or stolen claim states.
Unselected attachments stay on the email record and may be deleted later when email retention purges the original.
Merge adds the email description and selected attachments to an existing target ticket. It does not create a new ticket.
Classification failures do not block manual triage. The operator can still create or merge the ticket by filling the form manually.

Go to ITSM → Email Inbox.
Search by subject, from address, or sender name when the queue is large.
Open an email row. The modal loads email detail, attachments, sender resolution, AI classification, and claim state.
If the email is already claimed, wait, take over if operationally appropriate, or return later after the claim expires.
Review the email body and edit the description if the ticket-facing text needs cleanup.
Review attachments and keep only the files that should follow the create or merge action.
For an existing ticket, choose Merge into Existing Ticket, pick the ticket type, search or paste the target ticket ID, then merge.
After triage, confirm the email moved to a terminal status and the linked ticket contains the expected description and selected attachments.

Expected outcome: The user has reviewed the result of merge staged email in the application.

Create ticket from email

Create ticket from email.

Who can do this: Tenant administrator, Operator

Email Intake must be enabled for this organization and the user must have permission for the selected configuration or inbox action.

Opening a triageable email attempts to claim it. Other operators see a locked read-only state until the claim is released, expires, or is taken over.
Claims expire after 15 minutes of inactivity. The modal polls periodically and can show locked, expired, or stolen claim states.
AI classification may recommend a ticket type and field values, but operators should review short description, requester, category, urgency, and type-specific fields before creating a ticket.
Creating a ticket requires a requester. If sender resolution fails, the operator must pick a requester manually before the Create Ticket action is enabled.
Unselected attachments stay on the email record and may be deleted later when email retention purges the original.
Classification failures do not block manual triage. The operator can still create or merge the ticket by filling the form manually.

Go to ITSM → Email Inbox.
Search by subject, from address, or sender name when the queue is large.
Open an email row. The modal loads email detail, attachments, sender resolution, AI classification, and claim state.
If the email is already claimed, wait, take over if operationally appropriate, or return later after the claim expires.
Review the email body and edit the description if the ticket-facing text needs cleanup.
Review attachments and keep only the files that should follow the create or merge action.
For a new ticket, choose Create Ticket or Accept & Create from the AI recommendation, select the ticket type, choose the requester, review all zone-driven fields, then create.
After triage, confirm the email moved to a terminal status and the linked ticket contains the expected description and selected attachments.

Expected outcome: The user has reviewed the result of create ticket from email in the application.

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