3.5.3 Creating an Item by sending an email

This subsection describes how to register an Item in JP1/IM - Service Support by sending an email. The following figure shows an overview of this process.

Figure 3‒21: Overview of registering an Item by sending an email

The following describes the steps in the figure:

A user sends an email.

An enterprise system user sends an email that explains a desired Item to a specific address.

Only users who have previously been set in the Email definition file can send such an email. The Email definition file also contains information such as the destination address and the email server. For details about this file, see Email definition file (jp1imss_mail_setting.conf) in Chapter 12. Definition Files.
The system executes the email-driven Item registration command.

The Item management server executes the email-driven Item registration command. The JP1/Service Support - Task Service can execute this command at regular intervals. For details about the email-driven Item registration command, see jssitementrybymail (registers emails as Items) in Chapter 11. Commands.
The command registers the accumulated Items.

The emails that have been accumulated on the email server are registered on the Item management server by an email-driven Item registration command.

The emails accumulated on the email server are deleted after they are registered on the Item management server. If email-driven registration of an Item fails, the header and text of the relevant email are output to the following folder as a temporary email save file:

IM-SS-path\log\command\jssitementrybymail_mail_tmp_file
The responder handles the registered Items.

The incident specialist reads the text of the emails that have been saved as attached files for the registered Items, and then handles the Items. The incident specialist designated for an Item depends on the process work board of that Item. The user set as Person in charge of the registered item from email for the process work board is automatically assigned as the incident specialist. This setting can be specified in the New process work board window or the Edit the process work board window. For details, see 8.14 Setting an environment for registering Items by email.

Organization of this subsection

(1) Overview of the temporary receipt process work board and master system
(2) Email elements used for registration of an Item
(3) Settings of an Item registered via an email
(4) Conditions in which an email is deleted from the email server
(5) Notes on email-driven Item registration

(1) Overview of the temporary receipt process work board and master system

The temporary receipt process work board is the default process work board in which Items created via email will be registered. If the ID of a specific process work board is specified in the subject of an email, the corresponding Item will be registered in the specified process work board. Items are registered in the temporary receipt process work board for all emails without a process work board ID specified in the subject. The temporary receipt process work board is displayed in the List of process work boards in the main window (Item list).

The master system is the target system in which the temporary receipt process work board is registered.

The temporary receipt process work board and master system can be created by using either the setup command or by using the command for creating a master system and temporary reception process work board, which is provided specifically for that purpose.

For details about the setup command, see jsssetup.bat (sets up JP1/IM - Service Support) in Chapter 11. Commands.

For details about the command for creating a master system and temporary reception process work board, see jsscreatesysandpwb (creates the master system and the temporary receipt process work board) in Chapter 11. Commands.

The following tables lists and describes the settings that can be specified during creation of the temporary receipt process work board and master system.

Table 3‒20: Settings that can be specified during creation of the temporary receipt process work board
Setting		Description
Basic settings tab	Process work board ID	If the setup command is used, the following string is set: `jp1TemporaryReceiptProcessWorkBoard` If the command for creating a master system and temporary reception process work board is used, the string specified as the command's argument is set.
	System^#	A master system is set.
	Process^#	Incident management is set.
	Item form	The process standard item form is used check box is selected.
	State	Operating is set.
	Process work board administrator	JP1 administrator is set.
	Settings for pre-deadline email notification	The Notify by email before the deadline check box is not selected.
	JP1 event configuration	The Issue JP1 event check box is not selected.
	Person in charge of the registered item from email	JP1 administrator is set.
	View permissions for individual Items	The Set reference permissions for individual Items check box is not selected.
	Comment	The following string is set: `Temporary` `receipt` `of` `process` `work board` `for` `the` `item` `function` `using` `email`
Settings - Automatic item input tab		The Property file for automatic Item-defaults input setting is being used check box is selected.
Threshold setting tab		The Item accumulation property file is being used check box is selected.

#: The settings other than System and Process can be edited by using the Edit the process work board window.

Table 3‒21: Settings that can be specified during creation of the master system
Setting	Description
System ID	If the setup command is used, the following string is set: `jp1TemporaryReceiptSystem` If the command for creating a master system and temporary reception process work board is used, the string specified as the command's argument is set.
System name	Master system is set.
Comment	The following string is set: `Master` `system` `for` `the` `item` `function` `using` `email`

You can edit or delete the temporary receipt process work board in the same way as for other process work boards. Similarly, you can edit or delete the master system in the same way as for other target systems.

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(2) Email elements used for registration of an Item

An email sent by the user is registered as an Item as described in the following table.

Table 3‒22: Email elements used for registration of an Item
Email element	Description
Subject	The subject of an email sent by the user becomes the title of the Item to be created. The registration-destination process work board can also be specified in the subject. To specify the destination process work board, add `#process-work-board-ID#` at the beginning of the title.
Text	The text of an email is saved in a text file that is attached to the created Item. Therefore, attachment must be permitted in the Item forms that are used for the temporary receipt process work board and other process work boards in which Items might be registered.
Attached files	For security reasons, files must not be attached to any emails that are sent for registering Items. Files attached to such emails are not added to the Item management database. These files are saved in the attachment management folder on the Item management server.

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(3) Settings of an Item registered via an email

Any Item registered via an email will have settings as described in the following table.

Table 3‒23: Settings of an Item registered via an email
Item settings	Description
Title	The subject of the email is used as the title of the Item. Note that if the ID of the registration-destination process work board was specified in the subject, the ID specification (`#process-work-board-ID#`) is removed.
Item ID	The lowest available Item ID is automatically assigned when the Item is registered.
Update date and time	The date and time that the Item was registered on the Item management server is automatically set.
System	A master system is set. If the registration-destination process work board was specified in the subject of the email, the target system of that process work board is set.
Process	Incident management is set. If the registration-destination process work board was specified in the subject of the email, the process of that process work board is set.
Person in charge	The Person in charge of the registered item from email setting of the registration-destination process work board is specified. Note that the person set as Person in charge of the registered item from email is permitted to: View any Items registered on the destination process work board Edit any Items registered on the destination process work board when their status is Received (status ID: JIMSD_STAT_INQUIRY)
Status	Received (status ID: JIMSD_STAT_INQUIRY) is set.
Inter-process ID	The lowest available inter-process ID is automatically assigned when the Item is registered.
Registration date and time	The date and time that the Item was registered on the Item management server is automatically set.
Registrant	JP1 administrator is set.
Any one of extended user information 01 to 05^#	If the option to set view permissions for individual Items is enabled for the target process work board, the user specified in the Person in charge of the registered item from email parameter for the target process work board is automatically set.

#: When view permissions are set for individual Items, this element is the extended user information you selected as the basis for assigning those view permissions. Values are not assigned to extended user information 01 to 05 if view permissions are not set for individual Items. For details on element selection when setting view permissions for individual Items, see 8.12 Setting an environment in which view permissions are set for individual Items.

In addition to the above settings, settings whose values are automatically input might be specified. Automatic input settings can be specified in the Settings - Automatic item input tab of the New process work board window or the Edit the process work board window.

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(4) Conditions in which an email is deleted from the email server

After an email that requests Item registration is sent to the email server, when an Item is registered on the Item management server, the email is deleted from the email server. Note, however, that the system might sometimes fail, for some reason, to output a temporary email save file or to save attached files in the attachment management folder. In such cases, the relevant email is not deleted from the email server. The following table shows the conditions under which an email is deleted or is not deleted.

Table 3‒24: Conditions under which an email is deleted or is not deleted
Result of email-driven Item registration	Status of files attached to the email
Result of email-driven Item registration	No files are attached	Attached files are saved in the attachment management folder	Attached files are not saved in the attachment management folder
Registration succeeded.	Y	Y	N
Registration failed, but a temporary email save file was output.	Y	Y	N
Registration failed, and a temporary email save file was not output.	N	N	N

Legend:

Y: The email is deleted.

N: The email is not deleted.

If an email fails to be deleted although conditions for its deletion exist, manually delete the email.

Emails sent from users that are not registered in the email definition file are deleted from the email server.

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(5) Notes on email-driven Item registration

To prevent text corruption in an Item being registered, do not use any platform-dependent characters or any of the following characters in the subject and text of the email: ~, \, , , ?, , , ,
Do not request creation of an Item using encrypted email. If you do so, text in the Item might be corrupted or registration of the Item might fail.
If the registration-destination process work board specified in the email subject does not exist, the Item will be registered on the temporary receipt process work board.
If the registration-destination process work board specified in the email subject is not in the Operating state, the Item will be registered on the temporary receipt process work board.
If the Item form of the registration-destination process work board prohibits file attachment, the Item will be registered on the temporary receipt process work board. However, if the Item form of the temporary receipt process work board also prohibits file attachment, the Item will not be registered.

Before you register Items, make sure that the Item form of the destination process work board permits file attachment. For details about Item form customization, see 8.8 Customizing Item forms.

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