Using XSLT to Process Incoming Emails in XML Format

This feature allows external users to send emails formatted in XML to Neurons for ITSM. The application uses an XSLT script to convert the XML-formatted email into the supported XML format that Neurons for ITSM uses to create a new incident or other business object.

To support Unicode characters within the email body, check Compress Message in the Inbox Configuration workspace. Refer to Working with Email Inboxes for more information.

Refer to Examples of Processing Emails Received in XML Format for examples of the files described below. Refer to Hierarchical XML File Examples for information about another Neurons for ITSM feature that uses XSLT to convert XML.

The following diagram shows how Neurons for ITSM processes XML-formatted emails with XSLT. Neurons for ITSM fully supports XSLT version 1.0 with limited support for XSLT version 2.0.

Flowchart Showing How XML Emails are Processed with XSLT