Creating a TeamDynamix Email Service Account

The Email Monitor services enable your clients to submit tickets. The email service uses a Service Account to take actions in TeamDynamix. 

Creating an Email Service Account

First, create a global Security Role for the account.

  1. In TDAdmin, use the left menu to navigate to Users & Roles > Security Roles.
  2. Click + New to create a new Security Role specifically for the Email Service.
  3. For the Name, enter "Email Service" or similar to identify it as a Security Role specifically for the Email Service.
  4. For the License Type, choose Enterprise.
  5. Enable the following permissions for the role (section titles are in bold):
    • All: View All Accts/Depts
    • All: View All Types
    • Issue: Update Issues
    • Person: Create and modify individuals in the People database
    • Project Request: Always Edit Requests
    • Risk: Edit Risks
    • Task: Update Tasks
  6. At the top of the window, click Save.

Now, create a similar role for your Ticketing and Assets/CIs application(s):

  1. In TDAdmin, use the left menu to navigate to Applications.
  2. Click on the name of the application you have Email Replies and/or Email Monitoring enabled on (for example, Assets/CIs or Tickets).
  3. From the menu on the left, click Security Roles.
  4. Click + New to create a new Security Role specifically for the Email Service.
  5. For the Name, enter "Email Service" or similar to identify it as a Security Role specifically for the Email Service.
  6. For the License Type, choose Enterprise.
  7. Under the Ticket section, enable the following permission for the role:
    • The user will be able to update all tickets and ticket tasks regardless of type
  8. At the top of the window, click Save.

Note: You will need to repeat these steps for any applications where you intend to use Email Monitoring enabled (for example, multiple ticketing applications).

Finally, create the Service Account.

  1. In TDAdmin, use the left menu to navigate to Users & Roles > Users.
  2. Click + Create, then click Create Service Account.
  3. Input the following information:
    • Username: Typically a value resembling an email address that adheres to your organization's domain, such as "email-service@example.edu".
    • Security Role: Use the "Email Service" security role you defined
    • First Name and Last Name: Because this will sometimes show up in feed entries, it is suggested that you use a name like Email Service (first name Email, last name Service).
  4. Grant the user access to the below applications:
    • Assets/CIs - for Security Role, choose the Email Service role you created
    • People (if you want to allow requestor creation)
    • Portfolio Planning
    • Projects 
    • TDNext
    • Your Ticketing application(s) - for Security Role, choose the Email Service role you created.

Now that your Email Service Account is in place, you can visit Email Service Overview article for more information.

 

Gotchas

Email Service Accounts are not intended to be used for Email Replies service within your TeamDynamix environment currently. You will have to create and use a User account for the replies service instead. Be sure to give the User account being used for email replies access to the TDNext, Ticketing app(s), Projects, and People application

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Details

Article ID: 30820
Created
Thu 5/25/17 12:16 PM
Modified
Tue 8/16/22 10:07 AM

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Configuring email replies lets TeamDynamix handle people's replies to TeamDynamix notifications. Additionally, the email service can also create new tickets based on rules you set.