Creating and updating tickets from eMails

The application can automatically create and update Tickets from incoming eMails, by scanning a number of mail inboxes. This chapter explains how to configure iTop for scanning one or more inboxes.

When a new message arrives in the mail inbox, the application can either:

• create a new Ticket
• update an existing Ticket
• reject the message

The rejected messages are forwarded to an administrator and deleted from the inbox. The processed messages (associated with a Ticket) are kept in the inbox until the corresponding Ticket gets closed or deleted.