Article Content

Overview

The Email Settings feature allows Administrators to generate a new email address in the system. Administrators can also customize who is notified when Submitters reply via email. 

There are two options when configuring an Email Setting for external email communication:

1. External Email Communication and Object Creation: Upon receiving an email at the newly created address, Resolver then generates a new object and uses that email's data to automatically populate its fields. Once created, these objects are assigned to a specific user, who can then triage the object alongside the issues, incidents, risks, etc. created both in-app and through portals.

2. External Email Communication Only: This option allows Resolver users to engage in external email communication with contacts who do not have Resolver accounts, while keeping all messages fully tracked on the related object. 

   Note: Please contact Resolver Support if you’re interested in enabling the External Email Communication Only option on your Org.

Note: Each object type can be assigned to only one Email Setting at a time. If you try to assign an object type that is already in use, the system will display an error. To change an Email Setting, you must first remove the object type from all forms where it is currently used.

User Account Requirements

The user account you use to log into Resolver must have Administrator permissions to access the Email Settings tile.

Related Information/Setup

Please refer to the Enabling External Email Communication article for instructions for enabling this feature on an object type.

Navigation

1. From the Home screen, click the Administration icon.

Administration Icon

2. From the Administrator settings menu, click the Admin Overview link.

Admin Overview Link

3. From the Admin Overview screen, click the Email Settings tile under the Communications section.

Email Settings Tile

4. From the Email Settings screen, click the Create Email Setting button.

Create Email Setting Button

Creating an External Email Communication and Object Creation Email Setting

An email address can only be generated once an Administrator selects an object type, workflow trigger, role, and user assignment. Entering information into these fields determines what type of object gets generated by this email address and what happens after creation. 

1. From the Admin: Create Email Setting screen, enter a name for the new email setting in the Name field. The Name field has a maximum character limit of 50 characters.

Name Field

2. (Optional): Enter a brief description outlining the email address's intended use in the Description field.

Description Field

3. Select an object type from the Object Type dropdown menu. The selected object type determines the type of object (e.g., activity) that is created by this email address. You can edit the object type field after the email address is created. 

Object Type Dropdown Menu

4.  From the Data Mapping tab, select the External Email Communication and Object Creation radio button. 

External Email Communication and Object Creation Radio Button

5. Select a workflow trigger from the Workflow Trigger dropdown menu. The workflow trigger indicates at which workflow state the email is generated (e.g., Submit, etc.).

Workflow Trigger Dropdown Menu

5. Select a role from the Role dropdown menu. The role selected is assigned the object generated by the incoming email. The Auto Assign to field will unlock after a role is selected.

Role Dropdown Menu

6. From the Auto Assign to dropdown menu, select a user or user group that will be assigned to the created object. Objects can be assigned to multiple users or user groups. 

Auto Assign To Dropdown Menu

7. From the Sent Date dropdown menu select a sent date option to be used as the date the email was sent (e.g., Expiry Date, Start Date, etc.).

Sent Date Dropdown Menu

8. From the From Address dropdown menu, select a from address option for the email. 

From Address Dropdown Menu

9. From the To Address dropdown menu, select a to address option for the email.

To Address Dropdown Menu

10. Select an email body option from the Body dropdown menu. The body of the email will be created using information from the option selected.

Body Dropdown Menu

11. From the Subject dropdown menu, select an email subject option. The email subject field will be populated using the content from the selected subject option.

Subject Dropdown Menu

Warning: Generating an email without mapping the email's Body and Subject will result in a blank object, and the report content may not be saved.

12. From the Attachments dropdown menu, select an attachment option to include the attachments within the email:

    • Observational attachments
    • Outcome attachments

    Please adhere to the following attachment restrictions:

    • Only one attachment field can be used.
    • An Org can have a maximum of 100 email settings.
    • Emails have a maximum of 30 MB, including all content, headers, attachments, etc.
    • Emails can only be exchanged on an object originated by email between Resolver users <> submitter.
    • Attachment fields are the only fields that will continue to map values in subsequent submitter replies.

Attachments Dropdown Menu

13. From the Attach Message as EML File field, select the Yes button to attach attachments to the email using the EML (Electronic Mail or Email) file extension that uses the Internal Message format protocol.

Attach Message as EML File Field

Note: If this email is in response to an external email communication, the message EML file will not be attached when the Submitter opts to remain anonymous, even if Yes is selected.

14. From the Email Confirmation Template dropdown menu, select an email template to return an automatic confirmation message back to the sender using the selected template.

Email Confirmation Template Dropdown Menu

15. From the Workflow Triggers tab, configure the listed fields to define which workflow trigger activates when a Submitter’s email reply is received. 

    To configure a state field, click the dropdown menu and select an action for the state.

Note: The state fields listed on the Workflow Triggers tab will differ based on the object type selected in the Object Type field.

Workflow Triggers Tab

16. Click the Create button. After the email setting is created, the screen will refresh to show a system-assigned email address generated. The system-generated email address cannot be edited. The email will be created using the Name field value and a unique 16-character string of random alphanumeric values. 

Create Button

Creating an External Email Communication Only Email Setting

Note: Please contact Resolver Support if you’re interested in enabling the External Email Communication Only option on your Org.

1. From the Admin: Create Email Setting screen, enter a name for the new email setting in the Name field. The Name field has a maximum character limit of 50 characters.

Name Field

2. (Optional): Enter a brief description outlining the email address's intended use in the Description field.

Description Field

3. From the Object Type dropdown menu, select the object type the Email Setting will be linked to.

Object Type Dropdown Menu

4.  From the Data Mapping tab, select the External Email Communication Only radio button. 

External Email Communication Only Radio Button

4. From the Email Field dropdown menu, select an Email Address field. 

Email Field Dropdown Menu

5. From the Attachments dropdown menu, select an attachment option to include the attachments within the email:

   • Observational attachments
   • Outcome attachments

   Please adhere to the following attachment restrictions:

   • Only one attachment field can be used.
   • An Org can have a maximum of 100 email settings.
   • Emails have a maximum of 30 MB, including all content, headers, attachments, etc.
   • Emails can only be exchanged on an object originated by email between Resolver users <> submitter.
   • Attachment fields are the only fields that will continue to map values in subsequent submitter replies.

Attachments Dropdown Menu

6. From the Workflow Triggers tab, configure the listed fields to define which workflow trigger activates when a Submitter’s email reply is received. 

   To configure a state field, click the dropdown menu and select an action for the state.

Note: The state fields listed on the Workflow Triggers tab will differ based on the object type selected in the Object Type field.

Workflow Triggers Tab

7. Click the Create button. After the email setting is created, the screen will refresh to show a system-assigned email address generated. The system-generated email address cannot be edited. The email will be created using the Name field value and a unique 16-character string of random alphanumeric values. 

Create Button