Email-Processing.md

Email Processing Overview - ATTMS

Overview

This document explains how email processing works inside the ATTMS Worker Service, specifically focusing on how support emails are parsed, how ticket creation is triggered, and which configuration settings and in-memory dictionaries are involved. It also documents how the EnableEmail flag is enforced and when memory needs to be refreshed after admin maintenance.

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Worker Execution Loop

The Worker service runs an infinite loop inside ExecuteAsync().

var tD = StartupConfiguration.GetProtectedSetting("TimeDelay");
int timeDelay = Int32.Parse(tD) * 1000;

• The loop waits for timeDelay (loaded from ConfigStore in SQL at startup).
• After each interval, it calls:

EmailManager.CheckEmail();

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Step 1: Checking for Unread Emails

In CheckEmail(), the following is executed:

secureEmailApiHelper.FetchAndProcessUnreadEmailsAsync();

• This retrieves unread messages from the connected mailbox.
• For each message, EmailManager.ProcessAddresses() is called.

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Step 2: Email Routing and Validation

The first step in ProcessAddresses() is to validate the recipients:

CheckSupportEmail(emailApiHelper);

If this returns -1, the email is dropped and marked as read. This happens under several conditions:

• Subject is fewer than 4 characters
• Subject contains words from StartupConfiguration.subjectExclusions
• Sender matches StartupConfiguration.senderExclusions
• Support address is not in StartupConfiguration.supportDistros

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Step 3: Role of EnableEmail

• supportDistros is loaded from the CustomerSettings SQL table at startup or refresh time.
• Only rows where EnableEmail == true are included.

✅ Therefore:

If EnableEmail is unchecked (set to false), the corresponding support address is excluded from the memory dictionary, and any emails to that address will not be processed.

✅ Logging behavior confirms this:

No TO: address match found in supportDistro Dictionary
No CC: match for support-test2@domain.com in supportDistro Dictionary

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Step 4: Ticket Creation or Update

If a valid Support Distro is found:

• If the subject contains an open AutoTask ticket number → it is updated
• If no ticket number → a new ticket is created with:
  • Subject → Ticket Title
  • Body → Ticket Description

Duplicate subject logic prevents re-creation.

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Step 5: AutoAssign

AutoAssignment is controlled via StartupConfiguration.autoAssignCompanies:

• Loaded from SQL where AutoAssign == true
• Used to decide whether the ticket should be auto-assigned

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Memory Dictionaries and Refresh Requirements

Dictionary	Loaded From	Needs Refresh After
supportDistros	SQL CustomerSettings	✅ SupportEmail, EnableEmail
autoAssignCompanies	SQL CustomerSettings	✅ AutoAssign
Companies.companies	AutoTask API	✅ AutoTask company sync only

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Final Notes

• EnableEmail is enforced by excluding companies at load time from supportDistros
• CheckSupportEmail() never checks EnableEmail directly — it is pre-filtered
• Any admin changes to customer config should trigger a refresh of the appropriate dictionaries