Unified Mailbox Router

Overview

Unified Mailbox Router for Ivanti Neurons for ITSM is a plugin that integrates Ivanti Neurons for ITSM with a single email mailbox to provide flexible ticket creation across multiple record types. It enables manual review and routing of incoming emails to create incidents, service requests, or changes.

Clients configure one mailbox for monitoring. Emails arrive in an intermediate queue displayed on analyst dashboards. Analysts review emails and select the correct ticket type. Service offerings attach to service requests with additional details from the email. Automation starts upon creation, including status updates and notifications. Replies from end-users link automatically to the existing record, keeping communication organised. Options exist to mark emails as spam. All actions log for audit purposes. The plugin requires an active Ivanti Neurons for ITSM instance and mailbox access.

Why do you need it?

Ivanti Neurons for ITSM limits each mailbox to automatic creation of one ticket type only, such as incidents by default. Separate mailboxes are needed for service requests or changes. Multiple mailboxes confuse end-users and complicate management. Manual email processing or misconfiguration causes delays in ticket creation, classification errors, and data inconsistencies. These issues extend resolution times and raise operational costs.

Why is it important?

Accurate email routing to the correct ticket type prevents financial or reputational losses in various scenarios.

For IT, a critical server outage reported via email faces delays if misrouted as a routine service request instead of an incident. Restoration efforts start late, prolonging downtime that disrupts operations and escalates support costs. In another situation, high volumes of incoming emails without proper review build processing backlogs. Analysts fall behind, extending handling times and increasing expenses significantly. A security vulnerability arrives by email and lands in the wrong workflow due to incorrect classification. Escalation to specialists lags, widening the exposure to breaches and complicating compliance requirements.

For business, customer requests sent via email encounter slow processing when misclassified into incident workflows. Delays accumulate, lowering satisfaction and threatening revenue from unresolved operational disruptions. A required infrastructure update submitted as a change request routes wrongly as a standard service request. Approval processes drag on, postponing key improvements and incurring opportunity costs. Over time, repeated inconsistencies in handling everyday emails undermine user trust. End-users face delays or incorrect resolutions for straightforward requests, fostering perceptions of unreliable service and broader reputational harm.

Key features

• Email queue for review: Incoming emails are held in a dedicated queue visible on analyst dashboards. Analysts gain immediate visibility and full context before ticket creation. Misclassification risks drop while first-touch accuracy rises.
• Manual ticket creation: Tickets are created manually as incidents, service requests, or changes based on analyst review. Automatic single-type restrictions end. Clients route requests precisely into the correct ITIL-aligned process from the start.
• Service offering attachment: Service offerings are attached with details extracted directly from the email. Requests populate with complete information instantly. Fulfilment automations launch faster and proceed with minimal manual input.
• Automatic linking of replies: End-user replies are linked automatically to the original record. Communication threads stay consolidated in one place. Analysts manage follow-ups efficiently without creating duplicate tickets.
• Spam marking: Unwanted emails are marked as spam directly from the queue. Irrelevant messages remove in one click. Analysts maintain focus on legitimate requests and process them promptly.
• Action logging: All queue actions are recorded in detail within the system. Full audit trails generate automatically. Compliance reviews and troubleshooting complete quickly using native records.