Creating TeamDynamix Accounts for Email Replies and Ticket Creation Monitors

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

Contents:

• Security Roles for Email Services (Optional)
• User Account for Email Replies
• Service Account for Ticket Creation Monitors

Security Roles for Email Services (Optional)

The Service Account will need global and application security roles. 

You can use the "Enterprise - Full Access" security role(s), or if you'd prefer to segment your security roles, can choose to create specific security roles for your email service accounts.

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.

Next, create a similar role for your Ticketing application(s):

1. In TDAdmin, use the left menu to navigate to Applications > [Tickets app] > 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):
   • Ticket: The user will be able to update all tickets and ticket tasks regardless of type
6. At the top of the window, click Save.

Next, create a similar role for your Assets/CIs application(s):

1. In TDAdmin, use the left menu to navigate to Applications > [Assets/CIs app] > 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):
   • Asset: Update assets
6. 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 and/or multiple assets applications).

User Account for Email Replies

Create the User Account for Email Replies

1. In TDAdmin, use the left menu to navigate to Users & Roles > Users
2. Click + Create, then click Create User
3. Type a Username; this account will not use SSO so it does not need to be domain-scoped (ex: email.replies)
4. Click Next
5. Under the Details section, input the following information:
   • Security Role: Use the security role you decided on above
   • First Name and Last Name: This should be clear and descriptive; First Name "Email" and Last Name "Replies" is often sufficient
   • Password: Enter a secure password, store for later use
6. Under the Contact Information section, enter the following information:
   1. Primary Email and Alert/Notification Email:
      1. Enter an email address to be associated with the Email Replies User Service Account
      2. It is suggested that you use a mailing list or a distribution list that will notify your TDX admins if it receives mail
      3. DO NOT use the email address associated with your email monitor or email replies monitor mailboxes
7. Under the Capacity section, enter the following information:
   1. This user's capacity is managed: Uncheck this option to disable it
   2. This user is an employee: Uncheck this option to disable it
   3. This user should report time: Uncheck this option to disable it
8. Click Finish
    

Grant the User Account Application Permissions

1. With the User Account open, click Applications on the left-hand navigation panel
2. Grant the service account access to the below applications:
   • Assets/CIs - for Security Role, choose the Email Service role you created (if applicable)
   • Client Portal - for Security Role, choose your default client portal security role
   • People
   • Portfolio Planning (if applicable)
   • Projects (if applicable)
   • TDNext
   • Your Ticketing application(s) - for Security Role, choose the Email Service role you created
      

Service Account for Ticket Creation Monitors

Create the Service Account for use with Email Monitors

1. In TDAdmin, use the left menu to navigate to Users & Roles > Users
2. Click + Create, then click Create Service Account
3. Type a Username​​​​​​​; this account will not use SSO so it does not need to be domain-scoped (ex: email.monitor)
4. Click Next
5. Input the following information:
   • 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).
   • Security Role: Use the security role you decided on above
   • Password: Enter a secure password, store for later use
6. Click Finish
    

Grant the service account application permissions

1. With the Service Account open, click Applications on the left-hand navigation panel
2. Grant the service account access to the below applications:
   • Assets/CIs - for Security Role, choose the Email Service role you created (if applicable)
   • Client Portal - for Security Role, choose your default client portal security role
   • People
   • Portfolio Planning (if applicable)
   • Projects (if applicable)
   • TDNext
   • Your Ticketing application(s) - for Security Role, choose the Email Service role you created