4.5.3 Creating Items via email

To create an Item via email:

Create an email.

Create the email that will register the Item in JP1/Service Support. This email must have the following characteristics:

Subject

The subject line of the email becomes the title of the Item. Enter a subject line of no more than 300 half-width alphanumeric characters or approximately 100 full-width characters.

You can register an Item in a specific process work board by specifying a process work board ID in the subject line. If you do not specify a process work board ID, the Item is registered in the temporary receipt process work board. Note that you will not be able to register the Item if the Item form used by the temporary receipt process work board does not permit file attachments.

To specify a process work board, add the process work board ID enclosed by half-width hash marks (#) at the beginning of the subject line. You cannot specify a process work board without configuring the subject line in this way. The process work board you specify must be in Operating status. The process work board ID in the subject line does not become part of the Item title.

The following table describes an example of a subject line that specifies a process work board.

Table 4‒19: Specifying a process work board in a subject line (example)
Element	Description
ID of process work board where Item is to be registered	`pwb01`
Subject line of email	`#pwb01#Server` `Fault`
Title of registered Item	`Server` `Fault`

Body text

The registration status of an Item depends on the mode in which the Item is registered by email. Predetermined body text is created according to the mode. For details about the modes for registering an Item by email, see the description about creating an Item by sending email in the JP1/Service Support Configuration and Administration Guide.

Attached-file mode:

The body of the email is saved to a file that is attached to the Item. Make sure that the body text does not exceed 4.9 megabytes.

The presence of an email that is 4.9 MB or larger on the server limits the number of Items that can be registered by a single command. Because such emails are retained on the server, a situation might arise in which no more Items can be registered by email. When an email of 4.9 MB or larger appears on the server, register its contents as an Item from the user interface and then delete the email from the mail server.

Single-element mode:

The entire body of the email is registered as a single Item element. The length of text (in bytes) that can be registered from the text in the body of the email depends on the Item element to be registered. If the body of the email cannot be registered as the specified Item element, the body of the email is saved to a file that is attached to the Item.

Multi-element mode:

The Item is registered by writing the body of the email in XML format. The required information is entered into each element of the Item in accordance with a previously-created email body template, with the contents enclosed in start and end tags. The body of the email is saved to a file that is attached to the Item.
Attached file(s)

For security reasons, files must not be attached to the email. Attached files are not added to the Item management database, but are instead saved in a folder on the Item management server. The folder in which the attachment is to be saved appears at the end of the body text that is attached to the Item.

The system might be unable to save files with file names longer than 100 characters. For this reason, make sure that the file names of attached files contain fewer than 100 characters. Each half and full-width character counts as one character.

Send the email.

Send the email you created to the specified email address. The email is temporarily held at the mail server before being registered in JP1/Service Support.

When you register an Item by email, the contents depend on the mode in which the Item is registered. The common Item contents registered by email are listed in the following table.

Table 4‒20: Common Item contents registered by email
Item element	Setting
Title	The subject of the email becomes the title of the Item. If you specify a process work board ID in the email subject, the title of the Item is the subject of the email minus the `#process-work-board-ID#` component.
Item ID	The latest Item ID available when the Item is registered is automatically assigned.
Update date and time	The date and time when the Item is registered on the Item management server.
System	`A` `master` `system` is set. If you specify a process work board ID in the email subject, the target system of that process work board is set as the system name.
Process	`Incident` `management` is set. However, if you have customized the incident management process display name, the process display name is set. If you specify a process work board ID in the email subject, the process of that process work board is set as the process name.
Person in charge	The value specified for a person in charge of the registered item from email in the target process work board. This person is assigned the following rights: View permission for Items in the target process work board Permission to edit Items that are registered in the target process work board and have the status Received (Status ID: `JIMSD_STAT_INQUIRY`)
Status	Received (Status ID: `JIMSD_STAT_INQUIRY`) is set.
Inter-process ID	The latest inter-process ID available when the Item is registered is automatically assigned.
Registration date and time	The date and time when the Item is registered on the item management server.
Registrant	The user set in the Person in charge of the registered item from email parameter for the target process work board.
Elements of extended user information type 01 to 05 used to specify ownership of view permission for individual Items	The user set in the Person in charge of the registered item from email parameter for the target process work board. Note that this element is only set if the option to set view permissions for individual Items is enabled for the target process work board.

If you set up automatic input of elements in the New process work board window or the Automatic item input tab of the Edit the process work board window, those elements are also set automatically.

Notes:

To prevent text from becoming garbled, do not use characters in subject lines or body text that are inconsistent across character codes, or that are machine-dependent. Examples of such characters are as follows:

Tildes (~), backslashes (\), full-width backslashes (), swung dashes (), parallel to (), minus signs (), cent symbols (), pound signs (), and full-width not signs ().
Do not send encrypted emails. The text of the Item might become garbled, or the system might fail to register the Item.
If the process work board specified in the subject line does not exist, the Item is registered in the temporary receipt process work board.
If the process work board specified in the subject line is in a status other than Operating, the Item is registered in the temporary receipt process work board.
If the process work board specified in the subject line uses an Item form that does not allow file attachments, the Item is registered in the temporary receipt process work board.

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