When processing email, the Email Manager uses a strict algorithm to determine which client is associated with the email, and the resultant job or action. The following flowchart demonstrates the processing logic involved.
When the Email Manager attempts to match an email address with an existing client, it will scan the email address stored against each client in the order they are specified in the System Codes administration screen.
Note! When updating an existing job, the Email Manager will only process email from staff members, linked clients of the job, or email that has come from the same domain as the primary client.
Sometimes the Email Manager may seem to be logging or actioning jobs for the wrong person. This most likely is a result of the way your HelpMaster database for clients has been configured. An understanding of the inner workings of the Email Manager's processing logic may help correct the issue.
The basic workflow of the Email Manager goes like this.
HelpMaster client #1
Name is "Brian Jones"
Email address is
"bjones@helpmasterpro.com
HelpMaster client #2
Name is "Bill Jones"
Email address is "bbjones@helpmasterpro.com"
Incoming email to be processed
Friendly name on email is "Bob
Jones" - Note that this name does not match any of the clients
listed in HelpMaster
SMTP email is "bjones@helpmasterpro.com" - This email address will be found in
both of the clients listed above.
The end result of this will be to use Client #1, because when no exact match can be found for either email address, or First name / Last name, then the first record in the search list will be selected.
HelpMaster client #1
Name is "Brian Jones"
Email address is
"bjones@helpmasterpro.com
HelpMaster client #2
Name is "Bill Jones"
Email address is "bbjones@helpmasterpro.com"
Incoming email to be processed
Friendly name on email is
"Bill Jones" - Note that this name does match any of the clients
listed in HelpMaster
SMTP email is "bjones@helpmasterpro.com" - This email address will be found in
both of the clients listed above.
The end result of this will be to use Client #2, because a match can be found on the first name / last name combination.
See also