Document all emails automatically in your system

With the OMNITRACKER Email Gateway, you integrate all incoming and outgoing emails automatically into your OMNITRACKER system. The Email Gateway enables an automated, rule-based processing of incoming and outgoing emails and integrates mail servers through standardized email protocols.

Advantages of automated email processing

Advantages at a glance:

Central communication base
Faster response times
Overview and transparency
Reliable archiving

The number of incoming messages between service requestors and service organizations is constantly increasing, which causes costs and requires valuable resources. Automatic email processing is particularly useful for email inboxes that bundle different recipients. This uniform and efficient communication in one single tool considerably increases the productivity and efficiency. The OMNITRACKER Email Gateway is used to integrate external messages into the OMNITRACKER system. There, this information is processed and can be used for all OMNITRACKER applications.

Central communication basis for all departments

The OMNITRACKER Email Gateway supports different message formats. Therefore, it is the basis for a "Unified Messaging System". With the Email Gateway, several email formats are automatically collected in your system and can be processed company-wide. With the modular OMNITRACKER applications, all workflows can be extended by using a central database for all information.

Faster response times for internal and external requests

After the automatic categorization and assignment of incoming messages, a further distribution takes place in the central system, so that all information is available to all OMNITRACKER applications. For example, when ticketing in the OMNITRACKER ITSM Center, an automatic assignment of a ticket to the right person (qualified and available) is possible.

Better overview and transparency in message processing

In addition to forwarding to the right person, supporting processes are also initiated in OMNITRACKER (categorizations, assignments, automatic notifications or reminders etc.). For a better overview, automatic emails are sent after the completion of relevant individual work steps, so that all parties involved in this process can see the respective processing state. This ensures transparency and correctness in all processes.

Time-saving and reliable archiving

All incoming and outgoing messages are automatically archived in OMNITRACKER. This ensures that no messages are lost and that call histories and requests can be traced, if necessary.

Receive all messages automatically with the OMNITRACKER Email Gateway.

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Functionality OMNITRACKER Email Gateway

Funktionsweise E mail Gateway OMNITRACKER

Incoming requests from customers, suppliers and partners must be classified, assigned, processed, answered and filed. OMNITRACKER takes over these tasks automatically with the Email Gateway.

OMNINET's Email Gateway automatically captures all incoming and outgoing email messages and is the basis for uniform message processing in OMNITRACKER. The help desk tool OMNITRACKER ITSM Center categorizes requests according to defined specifications and automatically assigns tasks to an available and qualified processor. The sender is notified that the request has been received. Other OMNITRACKER applications are used to initiate further processes (e.g. project management, risk Management or booking requests). The answered inquiries are clearly archived in the OMNITRACKER database.

The comprehensive programming interface OMNITRACKER Automation Interface allows further processing of incoming emails in other applications. The OMNITRACKER Automation Interface is part of the OMNITRACKER basic system. The emails generated within OMNITRACKER are automatically sent via SMTP, MAPI or MS-Graph (Office 365). It is also possible to create own scripts, which contain rules for further operations. OMNITRACKER objects can be created automatically from incoming emails. The use of a full text search helps to search old and new emails and email attachments.

Evaluation of email information:

Subject
Email message ("Body" incl. evaluation of the content)
Sender and receiver address
Appendixes
Receipt and read confirmation (DSN)

The gateway-based approach also facilitates the implementation of your security policy. You can continue to use your company's own email infrastructure with OMNITRACKER, including encryption, content and virus checks.

Satisfied OMNITRACKER users

OMNITRACKER makes processes clearer and easier.

The Email Gateway offers you these features:

Integrated

Full product integration into your own infrastructure

Flexible

Extremely high product flexibility: easily adaptable and expandable

Standardized

Useable for all OMNITRACKER applications

Automatically

Categorization and recording of messages in the system

Costs

Reduction of the administration effort

Documentation

Traceable and verifiable communication

Automatic assignment of incoming emails

OMNITRACKER Email Gateway Automatische Zuordnung

You receive an email from your customer with information about a change of address. Thanks to the OMNITRACKER Email Gateway, this message including its attachments is analyzed. It recognizes that it is a change in the master data and forwards this information, e.g. to the base system in OMNITRACKER, where the master data is made available for all applications. Your customer receives a confirmation of receipt of the request. The message is assigned to the appropriate person in charge of master database maintenance. The internal process of master data maintenance is triggered by OMNITRACKER. Now, the person responsible has a new open task and will be notified. After the update has been completed, your customer and the respective account manager will receive a notification about the successful completion of the request.

With the OMNITRACKER Email Gateway, emails are received from mail servers using the protocols POP3, IMAP4, MAPI or MS-Graph. These messages are automatically converted into OMNITRACKER objects, followed by analyzing and processing. The OMNITRACKER Email Gateway is the basis for an extensive use of your OMNITRACKER applications.