Have you ever noticed that your New Card or Edit Card events do not trigger when an incident enters TOPdesk via the mail import?
That’s correct — and it makes sense. These events only trigger when an operator clicks the Save button, and that doesn’t happen with a mail import.
Fortunately, this is easy to solve. With a small adjustment, you can still start automated actions as soon as an incident is created or updated through the mail import. Below we explain how to create such an event using Card date.
- Triggering an event after creating an incident via Mail import
Create an event with the following settings:
- Active: checked
- Occurs with: Card date
- Condition: Creator of the Card equals the account used by the Mai limport
- Card date + interim: 1 minute after Date/time of creation
This event automatically runs 1 minute after an incident has been created via mail import.
- Triggering an event after updating an incident via Mail import
For updates, use these settings:
- Active: checked
- Occurs with: Card date
- Condition 1: Changer of the Card equals the account used by the Mail import
- Condition 2: Status equals Updated by User
- Card date + interim: 1 minute after Date/time of change
Which account does your Mail import use?
You can find this under:
Settings → Import Settings → Mail import → Step 6. Optional settings
We recommend using a dedicated system account, so it’s always clear that the card was created or updated automatically, not by a human operator.
Important notes
- Confirm before sending does not work with events that run in the background (such as with Card date), because there is no user to confirm the action.
- If you use a Linked email action, don’t forget to check Apply in the Operator’s Section, otherwise the email will not be sent.
Want to read more?
You can find all details in KI 5370 on MyTOPdesk — ideal if you want to follow the full configuration step-by-step.
How do you handle this?
Do you already work with Mailimports + Action Management?
Do you use this same setup, or have you found another clever way to automate the process?
👉 Share your experiences, tips, or alternative solutions below!
