1. Go to Setup > Mail Settings > Email Command.
   
2. Select the Email Command check box to activate email parsing. If this option is disabled, incoming emails will be processed according to existing business rules, even if the subject of the incoming emails contains the parsing string.
   
3. Enter the subject line string in the Email Subject Contains text box to specify which emails should be parsed. 
   
4. Specify the subject line identifier in the Email Subject Contains text box. Only emails containing this text in the subject line will be parsed for various fields. For instance, if the email subject identifier is given as @SDP@, then emails with subject containing @SDP@ alone will be considered for parsing. 
   
5. Provide any special character (@@, ##, $$, %%, &&, etc.) as the Command Delimiter. The values between these special characters are assigned to the corresponding fields when creating requests. For example, if the Command Delimiter is @@ and the email description needs to set the category field to Printer, the email description should contain @@Category=Printer@@. 

Note:

1. A technician can create, update, close, pick up, or assign a request through emails using operational strings such as "OPERATION = ADD_REQUEST", "OPERATION = EDIT_REQUEST", "OPERATION = CLOSE_REQUEST", "OPERATION = PICKUP_REQUEST", and "OPERATION = ASSIGN_REQUEST".
   
2. To update, pick up, assign, or close a request through emails using operational strings such as "EDIT_REQUEST", "PICKUP_REQUEST",  "ASSIGN_REQUEST", "CLOSE_REQUEST". Please note that the email must contain the "WORKORDERID" field. If it is not included, the email will be processed as a new request.
   
3. When an email updates a request, the changes will not be recorded in the request conversations. Hence, attachments or images included in the email will not be updated in the request. However, the update details will be recorded in the request history.
   
4. If the field name given in the email is not available in the application, then parsing will be excluded for that field.
   
5. If there is more than one value present for a particular field in an email, then the latest value will be taken and others will be discarded.
   
6. Request threads with subject containing "RequestId" and no operational string will be updated as a normal conversation and a new request will not be created.
   
7. Self-service login must be enabled for the email sender for the email parsing to happen. This is because various operations that can be handled by a user to parse an email are defined by the user's role. Request authorization (close a request, pick up a request, update a request, accept closure of a request, and so on) is set using roles in the application.
   
8. The email sender will be considered the requester's if the requester name is not specified in the email.
   

 Permissions and Parameters Supported 

1. If the email sender is a requester with requester permissions, they will only be able to parse fields that are visible to them in the request form when creating a request.
   
2. If the email sender is a technician with technician permissions, they can only parse fields that are visible to them in the request form when creating a
   
3. Fields that can be parsed are LEVEL, MODE, PRIORITY, URGENCY, IMPACT, IMPACTDETAILS, CATEGORY, SUBCATEGORY, ITEM, GROUP, TECHNICIAN, TECHNICIANEMAIL, REQUESTER, REQUESTEREMAIL, WORKORDERID, REQUESTTEMPLATE, REQUESTTYPE, STATUS, SITE, ASSET, RESOLUTION and additional field label (the field label given in the email must match the field label set in the product).
   
4. To change the fields that a requester or a technician can parse, go to Admin > Templates & Forms > Request Templates, select Default Template, and add/remove the fields.
   
5. The WORKORDERID mentioned in the email description will take precedence over the "RequestId" present in the email subject.