Follow
Enabling Users to Email an Issue into a Request Queue Project

When updating POP account information here, also update information in these articles:

Allowing users to reply to email notifications:https://support.workfront.com/hc/en-us/articles/217221137-Allowing-Users-to-Reply-to-Email-Notifications

Configuring Email Notifications: https://workfront.zendesk.com/hc/en-us/articles/217202727

Understanding the Queue Details Tab in a Project (Issue Form): https://support.workfront.com/hc/en-us/articles/216655098

You can configure a project to allow users to add issues to the project via email. You can only allow for issues to be emailed into a project only if the project is designated as a Request Queue. For more information about creating a Request Queue project, see "Creating a Request Queue."

Prerequisites

The following prerequisites are required in order to configure a project to allow users to add issues to a Workfront project via email:

These conditions must be met, before enabling this feature:

  • You have Manage access to the project.
  • Users who are emailing issues to this account must have Add Issue permissions on the project. 
  • The project is set up as a Request Queue.
  • The email account associated with your project must be POP enabled. No other email protocol is supported.
  • A unique POP account is associated with a single project.
  • The POP account is used for no other purpose, other than for handling communication between Workfront and Workfront users. 
  • The email account is not linked to a Workfront user account.

Creating a Pop Email Account

You can create the POP email account on any third-party email system that supports POP email. The process for creating a POP email account differs depending on the email system you are using.

For example, you can create a POP email account with Gmail:

  1. Navigate to gmail.com and select to create a new account.
  2. Specify the information for your account. 
    Use an email address that describes the project name in Workfront. For example, if the Workfront project is Market Research, you might want to use workfront.marketresearch@gmail.com as the email address.
  3. After the email account is created, navigate to the Gmail settings.
  4. Click the Forwarding and POP/IMAP tab.
  5. Select Enable POP for all mail.
  6. Save your changes.

Configuring the Project in Workfront

  1. In Workfront, navigate to the project that you want to configure for adding issues via email.
  2. Click the More drop-down list, then click Queue Setup.
  3. Select the Queue Details sub-tab.
  4. In the Queue Type area, select Publish as Help Request Queue.
  5. In the Email Settings area, specify the following information:
    Allow Issues to be added via email: Select this option to allow issues to be added via email.
    POP username: The full email address (including the domain name) where the POP account is created. For example, workfront.marketresearch@gmail.com
    NOTE Do not use your personal email address as the POP username. Instead, create a new email address dedicated for only this purpose - to allow users to email issues to this account. 
    IMPORTANT It is very important that you are using a POP email account. No other email protocol is allowed for this setup.

    POP password: The password that corresponds with the user name that you created.
    POP server: The server of the third-party email service where the POP account lives. 
    For example, pop.gmail.com.
    Enforce SSL/TLS: Select this option if you want the connection to always be secure. Depending on the third-party email service that you are using, this might be a requirement.
    Port Number: If Enforce SSL/TLS is selected, specify 995 as the port number.
    If Enforce SSL/TLS is unselected, leave this field blank.
  6. Click Test Configuration and ensure that you get a message stating that the configuration was successful.
  7. Click Save.
    Now, when users with an active Workfront account send an email to this email address, an issue is created in the Workfront project that the email address is associated with.
    The frequency with which Workfront checks for new emails in the POP account is set in your Email Setup area, under the Incoming Mail section. For more information about setting up incoming mail, see "Allow Users to Reply to Email Notifications." 
    You can check the POP account manually by using Diagnostics. For more information about using Diagnostics, see "Using Diagnostics."

Receiving the Issue in Workfront

When an email is sent to the POP account, the following things happen:

  • The email sent to the POP account is received by Workfront as an issue which is associated with the Request Queue project associated with the POP account. 
  • The Subject line of the email becomes the Issue Name.
  • The body of the email becomes the Description of the Issue.
  • If there are any documents attached to the email, those documents are attached to the issue in Workfront. 
  • The user who is sending the email becomes the Primary Contact of the new issue in Workfront. 
  • By default, the email is deleted from the POP account. However, you can modify this setting in your POP account, to preserve the delivered emails. We recommend that you set up your POP account to automatically delete the emails that have been delivered to Workfront. 

Automatically Disabling the POP Account

If there are any problems in the connection between Workfront and the POP account, this setup is disabled. 

For more information about what can cause the POP account setup to be automatically disabled by Workfront, see "Understanding the Automatic Disconnect of the POP Account."