Inbound Email Setup Guide

NOTE: AI features are available only to SaaS clients.

This guide provides step-by-step instructions for configuring inbound email settings, including screenshots and tips.

NOTE: This feature is part of the additional Integration Suite module. The Client Info / Inbound Emails Tab is only available if you have this module. In addition, AI features are available only to SaaS clients.

This document contains the following sections:

Step 1 - Access the Configuration

Step 2 - Configure Inbound Email Settings

Step 3 - Set Up Domain Whitelist

Step 4 - Configure Email Forwarding

Step 1: Access the Configuration

1. Go to Admin > Client Info.
2. Click Edit on the Toolbar.
3. Select the Inbound Emails Tab. Reminder: Integration Suite module required.
4. Locate the Work Request row in the Inbound Email Type column.
5. Click the Edit (pencil) icon to open the Edit Configuration flyout.

Step 2: Configure Inbound Email Settings

In the Edit Configuration flyout, configure these options:

• Inbound Email Address: This address is unique for each client. Sending emails to this email address automatically creates a Work Request. If desired, this address can be used directly in a “mailto:” link, but for ease of use, WebTMA suggests asking your IT department to create a familiar email address such as BuildingMaintenance@myorg.com to forward it to the address you enter here.
• Active: Enable or disable the inbound email feature.
• Allow Linked Documents: Allow attachments from incoming emails to be linked to Work Requests.
• AI Suggestions: Get suggested tasks and location details based on email content from TMAi.
• Default Type (Required): Set the default Request Type for Work Requests created via Inbound Email.

Step 3: Set Up Domain Whitelist (Optional)

By default, all email domains are accepted. After adding domains to the whitelist, only those listed will be allowed. This could be useful if you receive too many spam emails and/or want to restrict receipt to emails only from within your organization.

In Edit mode, follow these steps to add a domain:

1. Expand the Work Request row to the second tier.
2. Enter the email domain.
3. (Optional) Add a Repair Center for requests from that domain.
4. Click Save on the WebTMA toolbar.

Step 4: Configure Email Forwarding

If you are using Exchange to manage your email, set up email forwarding to the Inbound Email Address described in Step 2. 

This allows user-friendly email to be forwarded to the system-specific email address used by WebTMA. This also ensures incoming emails are automatically processed and converted into Work Requests.

Establish Mail Contacts

From the Exchange Admin Center:

1. Expand Recipients -> Contacts.
2. Select Add a mail contact to open the New Mail Contact flyout.

On the New Mail Contact flyout, complete the following Basic Information:

• Display name
• Work Request Inbound email address
• Email alias

Click Next to continue.

On the Mail Contact Information Tab, enter optional information if desired.

Click Next to continue.

1. Review the contact information.
2. Click Create once validated.

This closes the flyout and returns you to the Exchange Admin Center.

Configure the Forwarding Mailbox

This action establishes a forwarding mail box (e.g., myorg.com support email) to TMA System email.

From the Exchange Admin Center:

1. Expand Recipients -> Mailboxes
2. Click + Add a Shared Mailbox to see the Add a shared mailbox flyout.

Note: A user mailbox is acceptable; however, Shared Mailboxes do not require additional licensing and work very well in situations like this.

Supply the following:

• a display name
• the desired email address
• the domain 

Optionally, you may supply an alias for the mailbox. 

Click Create to have the new mailbox provisioned and close the flyout.

Configure an Exchange Transport Rule

From the Exchange Admin Center:

1. Expand Rules on the sidebar.
2. Click + Add a rule 
3. Select Create a new rule.
4. Name the new rule using the following format: newemail_inbound@yourdomain.com – Redirect.

4. Click the Apply this rule if drop-down.
5. Select The Recipient from the list of options.
6. Select Is this person from the list of options in the adjacent drop-down.

7. Click on Select one
8. Locate the newly created shared mailbox.
9. Select it.
10. Click Save.

On the New transport rule flyout:

1. Click the Do the following drop-down.
2. Select Modify the message properties from the list of options.
3. Select Set a message header from the list of options in the adjacent drop-down.
4. Click Enter text. 
5. Supply the following in the text field: X-Forwarded-To. 
6. Click Save.

On the New transport rule flyout:

1. Click Enter text.

   

2. Supply the Work Request Inbound email address.

   

3. Click Save.

4. Click the + icon to add another section.

   

    

   On the New transport rule flyout.

    

   

1. Expand the And drop-down.
2. Select Redirect the message to from the list of options.
3. Select These recipients from the list of options in the adjacent drop-down.

4. Select the newly created Inbound Work Request email contact.

   

5. Click Save

On the New transport rule flyout.

1. Review the new transport rule settings for accuracy.

2. Click Next to continue.

   

3. Select Stop processing more rules check box.
4. Click Next.

5. Review the settings once more.

   

6. Click Finish.

Enable Transport Rule

New Transport Rules are disabled by default. To enable your transport rule:

1. Select the newly created transport rule from the list of rules.
2. Toggle the switch from Disabled to Enabled.
3. Review the full list of existing transport rules to ensure that no other rule is evaluated before the newly created rule in a way that would prevent it from being applied. See Note below.

NOTE: If a rule is processed first and is configured to “stop processing more rules,” then the new rule will not be triggered. If this condition is identified, the rules should be reordered so that the new rule is evaluated before any conflicting rules.