How we determine what entity to create

Your organization's resources and technicians can add email indicators to emails directed to the Incoming Email Processing mailboxes to track task or ticket time, change the role rate for the time entry, update the task or ticket status, and change the approval status of a Change Request ticket.

You can include the following indicators in the first line of the email body to tell Autotask what action to take.

• #T= tells Autotask to add the email text as a time entry rather than a note.
• #R=, when used with #T=, changes the role rate to the one specified after the indicator (for ticket and task time entries).
• #S=, when used with #T=, changes the status of the ticket or task to the one specified after the indicator.

NOTE  A role change (#R=) or status change (#S=) must accompany a time entry, otherwise the specified role or status will be added as text in a note.

Multiple email indicators must be separated by a space. Make sure the status or role you are entering exists in your Autotask instance.

IMPORTANT   Do not put any other text in the first line of the email body. Additional information must be entered on the line below the email indicators, as shown the example above. When adding additional information, be aware that incoming email processing will not process more than 8000 characters (including header) for ticket or task time entries; ticket, task, or project notes; or tickets. Change Review Notes will be truncated after 2000 characters.

EXAMPLE  The email example below will create a 30-minute time entry (#T=.5) on the ticket using the after-hours role rate (#R=After Hours Support), and complete the ticket (#S=Complete). The technician's comments are entered on the line below the email indicators:
#T=.5 #S=Complete #R=After Hours Support
Customer appreciated quick, temporary resolution; ticket closed. Site visit necessary to avoid re-occurrence.

NOTE  Currently, you cannot set the Work Type on a time entry created via incoming email processing. If your local organization uses Work Types to adjust a role's billing rate on time entries, in order to use the same billing rates when adding time via email processing, you must add additional roles to Autotask that bill at the adjusted rate. You can then set the correct role (#R) when adding the time entry.

To change the approval status of a change request ticket, the following two conditions must be met:

• The first word of the first line of the email body must be Approve, Approved, Reject or Rejected
• The words "Change Request" and the ticket number must appear in the Subject line of the email

EXAMPLE  Change Request T20210430.0001

The following project and task items can be created:

If the email Subject line contains...	...then Autotask will generate a:
	Project Note	Task Note	Task Time Entry	Status Update	Role Update
Emails from resources and customer contacts
Valid project number
Valid task number, no time entry indicator
Emails from resources only (email indicators in body of email are required)
Valid task number and time entry indicator (#T=)
Valid task number, time entry indicator (#T=), and status indicator (#S=)
Valid task number and status indicator (#S=)
Valid task number, time entry indicator (#T=), and role indicator (#R=)
Valid task number and role indicator (#R=)

The following ticket items can be created:

If the email Subject line contains...	...then Autotask will generate a:
	Ticket	Ticket Note	Ticket Time Entry	Status Update	Role Update	Approval Update
Emails from resources and customer contacts
No valid ticket, project, or task number
Valid ticket number, no email indicator in the first line of the body
Emails from resources only (email indicators in body of email are required). Refer to
Valid ticket number and time entry indicator (#T=)
Valid ticket number, time entry indicator (#T=), and status indicator (#S=)
Valid ticket number, and status indicator (#S=)
Valid ticket number, time entry indicator (#T=), and role indicator (#R=)
Valid ticket number and role indicator (#R=)
Valid change request ticket number, the words change request, ticket has a Requested, Partially Approved, Approved, or Rejected approval status, the first word of the first line of the email body must be Approve, Approved, Reject or Rejected, AND the From address belongs to an assigned approver for the ticket (only when Change Management is enabled)