Email address for an Accelo Company?

[Pat Trainor]

My RMM can send an email to any address, after determining which company the issue/error/alert is at.

So to make Accelo sort the inbound emails, instead of me having to always do it manually, I want to craft an email to send to Accelo for each company. This way, at least the RMM alert will be under that company, and not under mine, like it is now...

So what is the address format for sending a new RMM issue (for a ticket) to Accelo?

Is it possible to form an email so a new ticket is created for a specific company?

Having everything come in as my company is tiresome, and not scalable. I have the full version of Accelo, but I feel it is missing something hugely important here?

Thanks!

[Matt Richards]

Are you using the Requests feature? You can create Request types and assign each one a unique email alias. Then just point your RMM emails those aliases. Users can convert those requests to tickets manually, or alternatively, you can create a trigger to convert the request to a ticket automatically based on some criteria. Would take some work, but I think that will do what you need it to do.

[Pat Trainor]

Matt,

I did try that, but I could not get the ticket to be under THEIR account, just mine. 

Accelo is sadly limiting in this regard... 

I have my emails sent to cust...@mysub.accelo.com with the subject line starting with:

"RMM Alert for XYZ: " <- space intentional

...and the same thing on the first line of the body of said email. The RMM (syncro) does this wonderfully.

In Accelo, it shows up in my "inbox" as:

Subject: New ticket assigned against ITG-Internal Infrastructure: RMM Alert for XYZ: 123

("ITG" is me...)

So I have the Requests setup as:

Config > Requests > Types > "From RMM for XYZ"

clicking on it (edit):

Email Tab:

Allow Email Capture is ON, address is: cust-xyz [@...]

Conversion Tab:

selected: New XYZ Ticket (see below, after this section's "triggers")

Triggers Tab:

Trigger name: Create XYZ Ticket

Type: Event, 1 rule, status ON.

...clicking on Trigger name:

Event Request Trigger > Trigger Name/Type:

Activity Created By: Any 

Subject: Contains > RMM Alert for XYZ: <NO SPACE! Accelo stupidly removes training space. It knows best...

Body: Any

Time Logged: Any

Activity Type: Any

Fires Only once.

Event Request Trigger > Rules:

Event Request Trigger > Actions:

One action ("Progression Action"): Create New XYZ ticket

Action Type: Conversion

Clicking on the Progression Action...

Nothing fancy:

Title: Create New XYZ Ticket

Conversion: New XYZ Ticket

Convert As, Assignee: Both me.

-------------------------------

Config > Requests > Conversions

Row:

New XYZ Ticket

Object Class: Ticket

Object Type: Automated (I only have this one ticket type)

Starting Progression: New Ticket

Automated: Yes

Override: No (maybe should be "on"? per: https://www.accelo.com/resources/help/guides/user/inbox-and-requests/request-inbox/conversions/ )

...Finally (whew), if you click on it, these are the settings:

That is IT... 

I really wish this could get working, as I don't want to use my rmm's ticketing...

Anyone out there doing this successfully? I don't care if due to a lack of parsing/scripting I need to make a conversion for every customer at this point... :(

THANKS!!!

[hugh.cowling]

Hi Pat,

Can you adjust the "from" or sender email in your RMM? If you could simulate the email coming from one of the clients/contacts then that would trick the request queue into capturing the request for that client.

Assuming you can't do the above, but we did allow an alias for a company (like compa...@acme-corp.accelo.com) this would capture the email onto that company but the Triggers for a company don't support creating requests or tickets yet.

I think that perhaps using Zappier (or plain WebHooks if zappier isn't supported) could be the best bet. So if your RMM can send a zap to Accelo with the customer info &request payload, we'll build the request in the right place.

Hugh

[Pat Trainor]

Hugh, thank you for writing, but the problem isn't sending the emails into excelo into different email aliases. That is no problem. The problem is once an email is sent to that alias, having excello can figured to put the ticket under, or attached to, the appropriate company. Right now accelo just assigns it to me in my company, which is definitely not helping.

There doesn't seem to be a way to take an email coming in as request and whether or not it looks at anything in the email, just a sign it to a specific company. I have no problem going through all the extra effort of making a request in box for each customer, but I can't even make it work for one, as per below. Is there anyone out there who was able to do this?

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[Hugh Cowling]

Hi Pat,

I was asking about being able to customize the from address in your RMM (which I imagine is Ninja?)

If you are using Ninja, why not use the integration which allows the alerts to be pulled into Accelo as requests on each client asset?

Hugh

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Product Quality & Testing
__________________________________________________________________________________________________________________________________________________________________________________________________

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[Pat Trainor]

Hugh,

Thanks for writing. It is Syncromsp. And changing your "from" address find into interference with dmtp relay spam blockers.

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[Lissa Meade, GRAYBOX]

Hi Pat - 

Is it this? https://syncromsp.com/rmm-remote-monitoring-and-management/

Could you please post a screenshot of what the incoming email looks like? You can blank out the actual info, but I need to see for formatting. 

Also, is there a way to have the RMM update a Google Sheet or something with the request information that needs to go into Accelo?

[Pat Trainor]

Lissa, 

Yes. It has scripting, which opens up up, but none on Accelo is proving difficult, as a lack of scripting makes it inflexible.

Maybe the REST API will allow ticket creation...

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[Lissa Meade, GRAYBOX]

Could you please post a screenshot of what the incoming email looks like? You can blank out the actual info, but it would be helpful to see the formatting of how it comes in.

[Pat Trainor]

Matt,

Requests don't have a way to relocate a ticket to a different company. I did end up finding a workaround, using the forms API, of all things. It took many hours to give up on requests. There are some serious things lacking that would be tremendous for people trying to get the most out of Accelo, such as

Debugging, or logs of any kind. This includes messages on the screen which are very easy for the web developer to do, perhaps with the user customer switching on debugging and instead of it going to a log, like you would expect, this debug information goes through a tri-catch finally into the webpage content itself, or a message box. Pretty hoagie, but it beats having 0 feedback.

Next is the documentation that would describe these events in more detail and explain the restrictions that are in the code behind.

but the most important thing that is missing in excela is scripting. anyone who is used any enterprise product already understands what I mean by this, so I don't need to go into any detail. Begging for this to be on the road map, will do no good I'm sure. But every modern system out there allows the extension in expansion of a product finite number of capabilities to be blown out and able to interface with anything via scripting. If Dev was really interested in this, there are hundreds of examples out there, none the least of which are in those competitors products which excello has copies of.

because of a lack of the above, I got things working, but most disturbing is that I feel like I didn't accomplish anything because I don't understand at all why it works.

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