Using the Monitor Items Tab

4 min

Use the Monitor Items tab to view existing email monitor items, open a monitor item for editing, delete it, or create a new monitor item.

The Monitor Items tab only appears if you select Advanced Monitoring from the Email Processor field for the inbox configuration. See Creating an Inbox.

New monitor items are created and configured in the New Inbox Monitor Item form.

Create a New Advanced Email Monitor Item

Select New Inbox Monitor Item. The application displays the New Inbox Monitor Item workspace.

Enter the monitor item information.

Field/Parameter	Description
Name	This is a mandatory field. Enter a name for the monitor item. This must be a unique name up to a maximum of 50 characters.
Description	Enter a description for the monitor item. The description can contain up to a maximum of 255 characters.
Execution Order	This is a mandatory field. Enter a number in this numerical field to determine the monitor item execution order. For example, if you enter "2", the monitor item executes if the preceding monitor item with execution order "1" fails. See Execution Order for more information.
Business Object	This is a mandatory field. Enter the business object that the monitor item applies to (example: Incident). All group business objects except for Journal are supported.
Matching
Attempt to find existing record	Select this checkbox if you want an attempt to be made by the monitor item to identify an existing business object record based on the search options you define in this section. The incoming email is searched in accordance with the search criteria specified. if the search finds the content in the email, it is used to identify an existing business object record. The following options are enabled for selection when this option is selected: Look for conversation ID. Try to match based on subject. Ignore closed records. Search subject for ID. Search body for ID. If no existing record is found, the monitor item will continue to execute, and evaluate any conditions you have defined in the Conditions section, except where: You have selected the Only if existing record found option. You have selected Only if contact found option. If you have selected either one or both of these options in the Conditions section, and no record or contact is found, the email monitor will end processing.
Look for conversation ID	Neurons for ITSM identifies an existing record from the Conversation ID in an email message.
Try to match based on subject	Neurons for ITSM identifies an existing record based on the subject line of an email message. The following option is available when this option is selected: Ignore short subjects.
Ignore short subjects	Neurons for ITSM ignores subject lines that are less than 10 characters.
Ignore closed records	Selecting this checkbox prevents incoming emails from being matched to records that are in a closed state. For customers using Neurons for ITSM 2025.3 or earlier: In addition to ignoring closed records, the system automatically creates a new record and links it to the incoming email. For customers using Neurons for ITSM 2025.4 or later: The system ignores the closed record and does not create a new record. Clearing this checkbox displays the Create new record and Append to closed record’s journal radio buttons for further configuration. By default, the Ignore closed records checkbox is selected. When you clear the Ignore closed records checkbox, the Append to closed record’s journal radio button will be selected by default.
Create new record	Select this radio button to create a new record when an incoming email references a closed record. The system links the email to a newly created record.
Append to closed record’s journal	Select this radio button to allow the system to treat incoming emails that reference a closed record as updates to that record. In this case, the email links to the closed record and is stored as a journal entry.
Look for alphanumeric ID	Select this option to return alphanumeric characters (letters and numbers) in the search results. Deselect this option to return only numbers in the search result. Use this option if your Record ID's include letter characters as well as number characters. Two non-alphanumeric characters, underscore "_", and hyphen "-", are permitted in the returned search result with this option selected.
Conversation ID Behaviour	The drop-down list is enabled if you have selected the Attempt to find existing record option. Select an option from the list to match records using a conversation ID in an email message: None: Does not use conversation ID when searching existing records. All Business Objects: The email monitor identifies existing business object records, regardless of business object type, by matching a conversation ID in an email message. Only Monitored Business Object: The email monitor only identifies existing business object records that are the same type as the monitored item's business object, by matching a conversation ID in an email message.
Search subject for ID	Neurons for ITSM identifies an existing record from a Record ID in the subject of an email message. This is useful receiving messages from automated systems, or if email senders use a template that always includes the Record ID in the subject.
Search subject details	Neurons for ITSM identifies an existing record in the subject line of an email message based on the criteria selected in this drop-down, which are described below. If you have selected the Look for alphanumeric ID option, both letter and number characters (and the two permitted non-alphanumeric characters, if present) are returned in the search result. After term until end of line: Searches for a Record ID that appears after the term provided in the Search subject after term field. After term until next word/number: Searches for a Record ID that appears after the term provided in the Search subject after term field, and then searches until the next word or number. Between: Searches for a Record ID between two specified terms provided in the Search subject between start and Search subject between end fields. Look for number: Searches for the first whole number in the subject. This option is not available if you have selected the Look for alphanumeric ID option. Number at end of subject: Searches for a number as the last item in the subject. This option is not available if you have selected the Look for alphanumeric ID option.
Search body for ID	Neurons for ITSM identifies an existing record from a Record ID in the body of an email message.
Search body details	Neurons for ITSM identifies an existing record in the body of an email message based on the criteria selected in this drop-down list, which are described below. If you have selected the Look for alphanumeric ID option, both letter and number characters (and the two permitted non-alphanumeric characters, if present) are returned in the search result. After term until end of line: Searches for a Record ID that appears after the term provided in the Search body after term field. After term until next word/number: Searches for a Record ID that appears after the term provided in the Search body after term field, and then searches until the next word or number. Between: Searches for a Record ID between two specified terms provided in the Search body between start and Search body between end fields.
Conditions
Only if existing record found	Associated actions are executed only if an existing record is found (using the options and criteria defined in the ID Existing Record section above).
Only if contact found	Associated actions are executed only if a contact is identified.
Action condition email property	Select a part of the email message from the drop-down list (example: Subject and body combined) to search. Some property options seem similar but produce different results when searching for matched values. For example, if you select the From property, validation is performed against a concatenation of the user's name and email address (e.g. "(Henri Bryce) [email protected]"). If you want the validation to run against a name or email address only, choose From (just name) or From (just address). You can enter up to four different action conditions for your search. All action conditions you enter must be true for the action to execute (example: If you specify four conditions, then all four conditions must evaluate to true for the action to execute). See the Email property action condition operatorsEmail property action condition operators and their descriptions in the table below.
Action condition operator	Select an operator from the drop-down list. See the Action condition operatorsAction condition operators and their descriptions in the table below.
Action condition criteria	Provide a keyword or phrase, date/time, etc.
Actions
Action Business Object	Enter the Business Object the action is associated with. All group business objects except for Journal are supported. This is usually the same business object that the monitor item applies to (as entered in the Business Object field above). If you leave this field blank the monitor item looks for the named action associated with the business object entered in the Business Object field above. If it fails to find the associated action the monitor item does nothing.
Action Name	This is the action the monitor item executes on the monitor item conditions being met. You can display a list of available actions, see Viewing a List of Quick Actions for a Business Object. If the action you want the monitor item to execute is not available, you can create a new action, see Using the Classic Action Designer (CAD) or Using the Graphical Action Designer (GAD).

Click Save.

Email property action condition operators

The property action condition operators are available in the Action condition email property drop-down list. They are listed as named in the Title column in the table below. The entries in the Function Syntax column are the equivalent naming as used in the Expression Editor.

Each email property returns a specific value type used to evaluate the condition, this can be plain text, HTML, number, etc. The returned values are subsequently evaluated to determine if true or false according to the evaluating condition (example: Greater than, Less than, Equals, Ends with, etc).

Consideration should be given to the evaluating condition operator used for the query so that it is compatible with, and can be used to correctly evaluate the value returned by the selected email property (see Action condition operatorsAction condition operators below).

Example: If you use "Ends with" and the email property selected returns HTML, then you may get an unexpected result as the returned content ends with an HTML tag. For this example, it is advised that you use the "Contains" action condition operator to return the expected result.

Action condition operators

The action condition operators are available in the Action condition operator drop-down list.

Operator	Description
Begins with	Finds email items that begin with the value in the criteria field.
Contains	Does an SQL Server Full-Text search to find email items that contain the text in the criteria field.
Does not contain	Finds email items that do not contain the text in the criteria field.
Empty	Finds all email items where the field value is empty.
Ends with	Finds email items that end with the value in the criteria field.
Equals	Finds email items where value in field equals value in the criteria field.
Greater or equal	Finds all email items where the value is greater than or equal to the value in the criteria field.
Greater than	Finds all email items where the value is greater than the value in the criteria field.
Less or equal	Finds all email items where the value is less than or equal to the value in the criteria field.
Less than	Finds all email items where the value is less than the value in the criteria field.
Like	Finds email items where the value matches the value and its wildcard in the criteria field. For example, Jo% will find Joe, John, etc.
Not empty	Finds all email items where the field value is not empty.
Not equal	Finds email items where value in field does not equal the value in the criteria field.
Not like	Finds all email items that do not match a value and its wildcard.

Delete a Monitor Item

Select the monitor item you want to delete in the Monitor Items tab list.

Click Delete.