Zia Parser

Zia parser analyzes information in incoming emails and performs various request actions or updates request properties.

Benefits

Pointers can be given in simple/common phrases.
Multiple actions can be executed through a single email. For example, you can create a request, set specific properties, add tasks, and assign a technician through a single email.

Role Required: SDAdmins

When Zia Parser is enabled, incoming emails containing the configured phrase in the subject are parsed and actions are performed on requests.

Currently, Zia parser can perform the following actions.

When both Email Commands and Zia Parser are enabled, parsing is performed based on the first valid parsing identifier in the email subject line.

Say, @ZIA (Zia Parser) is present before @@@ (email command) in the email subject, parsing will be done by Zia parser.

Go to Admin > Mail Server Settings > E-mail Command. Enable Zia parser (By default, it is enabled for the IT Help Desk instance).
Alternatively, you can configure Zia parser under Admin > Zia > Zia Configurations > Zia Parser.
Configure Zia Parser by using the following pointers.

Fields	Explanation
E-mail subject contains	Enter the required phrase. Incoming emails containing this phrase in their subject will be parsed. By default, @ZIA is configured as the parsing identifier. You can modify it, if required. Zia Parser identifier should be different from the email command identifier.
Fields to exclude	Select the request fields to exclude from parsing.
Actions to exclude	Select the actions to exclude from parsing.
Append zia parser information in outgoing mails	Notify users about Zia parser by using the placeholder $ZiaParserInfo in templates, conversations, emails, etc. Select the required option: All Notifications - Information will be appended to all request system notifications. The $ZiaParserInfo will be replaced with the parser information. Configured Templates - Information will be appended only if $ZiaParserInfo is present in the template. None - Information will not be appended to the system notification. The dollar variable in the configured template will be set empty. Click Modify this information to edit the notification content.
Acknowledge sender of the zia parser prediction	Notify the sender whether the Zia Parser has taken action on the email or failed to parse any properties. If parsing is done, its details are captured using the following variables: $PredictedDetails, $PerformedDetails, and $NotPerformedDetails. Click Customize to modify the notification message.

Parsed emails are added as conversations in requests.
Properties parsed from incoming emails are recorded in the request history, and parser actions performed on requests are recorded as conversations.

To check the parser's configuration, click Test Zia Parser at the top of the configuration section.
Provide inputs and click Parse. The parsed content result is displayed as shown in the screenshot.

Parsing is done based on pointers given in incoming emails. Each pointer should contain only one action/property.
The sender's role and permission are considered to perform certain actions. For example, if the sender does not have permission to assign a technician, the request will not be assigned to the technician mentioned in the email.
Fields and actions mentioned in the email are parsed only if Zia Parser is trained with the relevant content.
The value of multiselect fields should be given in the ["option1", "option2"] format.
The value of non-picklist/non-multiselect fields (say, single line udf, subject, description etc.) and actions should be given in double quotes.

If the pointer includes multiple request IDs, actions and properties will be applied only to the first parsed request ID.

Zia parser is trained daily with the latest 50k records.
Training is initiated daily night, whenever Zia parser is enabled/disabled, or when changes are made to the Zia parser configuration.
If training doesn't happen, it is notified to users via the Test Zia Parser page.

The parsed request records information on fields and actions parsed by Zia.

Parsed properties and actions are listed under the respective tabs.
Click a property or action to view the email that was used to add/update the request.
To record your feedback on the parsed property/action, select the required property or action, and click Valid or Invalid.