Email to Work Order Manager

Create work orders via email with the Email to Work Order Manager tool. You can automate work order creation by receiving a formatted email or initiate a request through an email even without access to Maintenance Connection. Using the Email to Work Order Manager to create work orders from a third party system can also avoid costly custom integrations, enabling you to integrate service requests from other systems. For example, if your organization uses automated alarm systems, you can set up a process to automatically create a work order when an alarm is triggered.

Prerequisites

• Contact your Accruent representative for more information about the Email to Work Order Manager additional feature. Accruent must enable this feature on your tenant before you can use it.

• You need a dedicated Office 365 or POP3 email account. Maintenance Connection recognizes the recipient as a work order request.

• If you choose to use POP3 and your organization's email system does not support it, you will need to obtain a POP3 account from a supported provider.

Configure the Email to Work Order Manager tool

1. Select Tools > System > Email to Work Order Manager from the main menu.

2. Click New to create a new interface definition.

3. Enter:

   • Interface Name: Enter a descriptive name for the interface , such as System 3 Alarm Interface.

   • Interface Order: Enter a number if you set up multiple interfaces. If you create a single interface, leave it blank.

   • Authenticate Method: Select Standard POP or Office 365.

   • Remote Host: Enter the remote host for the provider, such as pop.xyz.com or outlook.office365.com.

   • Port Number: Specify the port number, such as 995 for SSL or 110 for non-encrypted.

   • User Name: Enter a user name. It doesn't need to be the full email address.

   • Password: Enter the password for the specified email address/account.

   • O365 Tenant ID: Enter your Office 365 tenant ID. It is a unique identifier for your organization's Office 365 subscription.

   • O365 Client ID: Enter your Office 365 client ID. It is a unique identifier for the application used to authenticate the email service.

   • O365 Client Secret: Enter your Office 365 client secret. It is a secret key for authenticating the application.

   • Allowed Domains: List the allowed email domains, or leave it blank to allow all.

   • Disallowed Domains: List the disallowed email domains, or leave it blank for none.

   • Allowed Senders for Report Requests: Enter specific email addresses or domains allowed to request reports, or leave it blank to allow all.

   • Allow Image Upload Requests?: Select Yes to allow image uploads through email.

   • Allow Report Requests?: Select Yes to allow report requests through email.

   • Allowed Reports: Enter the allowed report types, or leave it blank to allow all reports.

   • Disallowed Reports: Enter the disallowed report types, or leave it blank for none.

   • Security Word: This is optional. If used, it adds an extra layer of security for email communications.

   • Sender must be a Member?:Select Yes if the sender must be a member of Maintenance Connection.

   • Save Attachments to Server?: Select Yes to save email attachments to the server.

   • Active?: Select Yes to enable the interface.

4. Click Save.

5. To change a configuration, select an interface and click Edit.

Due to its complexity, you can contact your Accruent representative to request a quote from the Accruent Implementation team to configure this feature for you.

Email formatting

Maintenance Connection uses the content of the email to populate the work order as follows:

• Email subject = Asset ID: Specify the Asset ID in the subject line to associate the correct asset with the work order. The value must match exactly. Other text in the email subject, such as FW or RE, can't be included. The system creates a work order without an asset association if a proper Asset ID is not specified in the email subject.

• Email Body = Reason: Specify the reason for the request in the body of the email.

• Email Sender = Requester ID, Name, Phone, and Email: The system matches the email address associated with the request to an existing labor or requester record, if available.

• Email Date = Requested Date: The date and time the email is received.