Introduction to Mail to WorkOrder

Understand what Mail to WorkOrder does, when to use it, and how the processing flow works.

Mail to WorkOrder converts incoming emails into work orders in OutSmart.

You use it to process service requests faster and reduce manual entry.

What Mail to WorkOrder helps you do

• turn incoming emails into work orders automatically
• match emails to relations, addresses, or objects
• fill standard work order fields automatically
• extract data from the message content
• keep an audit trail through logs

How it works

Mail to WorkOrder processes incoming email against one or more mail configurations.

Each configuration defines how an email is matched and how the work order is created.

A configuration can include:

• a sender or subject match rule
• customer matching rules
• forced values for work order fields
• regex rules for extracting data from the message

Processing modes

Mail to WorkOrder supports two main ways to process email:

• Conversations mode for automatic inbound email processing
• WorkOrder Drop for manually dropping .eml files into the BackOffice

When to use it

Use Mail to WorkOrder when:

• customers send requests by email
• you want faster intake for work orders
• you work with recurring email patterns
• you want to reduce manual copying from email into OutSmart

Frequently asked questions

Can one email create a work order automatically?

Yes.

That is the core use of Mail to WorkOrder.

Do I need a separate workflow for every sender?

No.

You can create multiple configurations and reuse the same setup logic where needed.

Can I still process emails manually?

Yes.

You can use WorkOrder Drop for manual testing or manual intake.

Related topics

• Activate Mail to WorkOrder
• Set up Conversations mode
• Create and manage mail configurations