Triggering an event after mail import

Environment TOPdesk version SaaS / on-premises Requirements Mail import & action management Answer When an incident is made or updated through the mail import, events on 'New Card' and 'Edit card' will not trigger. This is because an event on 'New Card' or 'Edit card' is triggered when a user clicks on the save button.

Environment TOPdesk version SaaS / on-premises Requirements Mail import & action management Answer When an incident is made or updated through the mail import, events on 'New Card' and 'Edit card' will not trigger. This is because an event on 'New Card' or 'Edit card' is triggered when a user clicks on the save button. This does not happen when a card is created or updated by the mail import. To create an event which triggers when a card is made or updated by the mail import, it is possible to create an event on elapsed time (Card date). 1) A trigger that occurs after the creation of a new incident through the mail import is set up as follows: Pay attention to the following •The field 'Active' is ticked. •Occurs with 'Card date'. •Creator of the Card equals ***. •1 minute(s) After Date/time of creation. 2) A trigger that occurs after updating an existing incident through the mail import is set up as follows: Pay attention to the following: •the field 'Active' is ticked. •Occurs with 'Card date'. •Changer of the Card equals ***. •1 minute(s) After Date/time of change. *** = The account used by the mail import to create or update the incidents/changes. Often used operator cards are named 'Mail import' or 'TOPdesk system' to make clear how the card was created or updated. You can check the account used by your mail import by going to 'Settings > Functional Settings > Mail import > tab 'Import Settings' > field 'Cards created by'. We advise to use a special account for the mail import, which is not actually used by a user. Important notes •The option 'Confirm before sending' does not work in combination with events on elapsed time, because these events occur in the background. In such a case, there is no user that can confirm the sending. •For linked email actions, the field 'Apply in the Operator's Section' needs to be checked. More information More information and troubleshooting tips about the mail import are found in knowledge item KI 8765.