Create service calls from emails as long as they are a standard format. Needs a dedicated mailbox.
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Overview | Variables | Alert Functionality | Mailbox Security | Best Practices & Tips | Related Alerts
Overview
Overview
When manufacturers send automated service notification emails, someone has to read them, interpret them, and manually create the service call in e-automate. For busy teams handling high volumes, this is time-consuming, prone to error, and easy to fall behind on.
ID802 (when paired with ID948) removes that manual step entirely. As long as the emails follow a standard manufacturer format and arrive in a dedicated mailbox (e.g. service@yourcompany.com), the integration runs throughout the day to read and process the service call data. ID948 can then automatically create those service calls in e-automate. ID802 archives the email once the data has been successfully extracted, and notifies you if it hasn't. The result is less manual effort, faster service call creation, and less admin overhead.
Currently only Ricoh Canada emails have been fully tested, but get in touch with examples from other manufacturers so we can include more options. Send us sample emails to help@ceojuice.com and we'll work on adding support.
Run Schedule: at bottom of hour (:30 minutes after). 8AM - 5PM, 7-days per week. We can customize this time for you, so please let us know if change needed.
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Variables
Variables
**Every variable is required, you will need your IT Dept to help with these:
Variable 1: DNS Name or IP Address for your mail server (URL we need to access mailbox on the server we have access to)
Variable 2: The email address the meter will be sent TO (set by you in Elevate Sky Fleet Meter Collection Report)
Variable 3: Port to be used when connecting to the mail server (i.e. 587)
Variable 4: Mail Server use SSL? 1=Yes, 0=No
Variable 5: Enter your Mail Server Connection Type from dropdown selections
Variable 6: Username for connecting to the mail server
This MUST correspond to the email address your equipment uses to send meter requests FROM since that's where the responses will be sent
Variable 7: Password for connecting to the mail server
Variable Hidden4: TenantID - for Office365 users we must set this security protocol up (Microsoft requirements), please see THIS LINK for set up.
Variable 8: Parser type, select from drop down
Variable 9: Move emails after successfully inserting a meter reading? 1= yes, 0 = no
Variable 10: If moving processed emails, to what folder? When possible, we will create the folder if it doesn't exist. However, not all email server types or connection types will allow this, so it is best if you manually create the folder in advance.
Variable 11: Move emails unable to process to folder specified in VariableZ? 1 = Yes, 0 = No
Variable 12: Name of email Failure Folder
Variable W: Delete emails after successfully inserting a meter reading? 1 = yes, 0 = no
**We highly recommend keeping this at 0 so you can reference emails.
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Alert Functionality
Alert Functionality
1. This integration runs on your ceojuice server, so the communication is accessed and parsed inside your network.
2. Your tenant must be set up with Modern Authentication if you are using O365 or Gmail so CEO Juice can access the mailbox. If you are not using an O365 or Gmail tenant, MFA will not work, so please ensure two-factor authentication is turned off as this is a service-to-service authentication since we do not have any human interaction, we get required permissions at the mailbox admin level.
3. This process will check your mailbox for UNread emails every 30-minutes, parse them, insert service call (based on Equipment Record for Customer, Contract, and Tech Assignment) into e-auto, mark the emails as "read", then move them to a destination folder. Any email that cannot be processed (i.e. body doesn't match format expected, serial number can't be found) will remain in the In Box for someone to handle exceptions daily.
4. Any email Read in your In Box will NOT be considered by our process.
5. Please be sure to set a mailbox rule to clean up/move emails after 30 days to a subfolder; otherwise, our process will review each and every unread email EVERY time it runs (adding potential hours and room for issues to process).
6. Please use a unique email address for this process and this process only. The MOST MOST IMPORTANT (did we mention MOST IMPORTANT?) part of this entire process is the email address these emails are sent to (not from). The email box collecting these meter reading responses must not contain any other email types. We CANNOT scroll through an email box with varying types of emails in it (i.e. toner orders, junk mail) and filter through them to determine if a meter reading.
7. As of May 2026, the only parser we have available is for Ricoh Canada (U.S. coming soon). We will be adding as our development team can facilitate. Provide us actual email samples of other manufacturer's for us to build (send to help@ceojuice.com with details).
Ricoh Canada email format:
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Mailbox Security
Mailbox Security
Office365
Office 365 Tenant ID
As of October 1, 2022, Microsoft Office365 requires updated protocol for accessing your email boxes that we use for pushing emailed meter readings into eAuto for you. We will install our process using your Tenant ID for access to the needed mailbox.
Please click the link below, log into one of the email boxes you use for the ID398 process and follow the steps: https://login.microsoftonline.com/common/adminconsent?client_id=cb62bf36-19ce-4137-b444-f205a2b19f91&state=12345&redirect_uri=https://www.ceojuice.com
You will need to accept these permissions:
**If you have concerns providing these permissions to all mailboxes, please see attached link (at bottom) process to update O365 to restrict our app to only the mailboxes that we need access to.
Your Tenant ID will then show in the URL (the tenant ID ends before the &’):
Please provide us your Tenant ID (or the entire URL). If you prefer to keep confidential, then please enter via our website (ceojuice.com) under Integrations (this requires user have Admin Security access):
Scroll to the bottom and enter your Tenant ID in MS Credentials:
Gmail
Access/Permissions for Gmail Accounts:
Google has discontinued the use of “Less Secure App,” a feature allowing third-party apps to connect to your Google account, in an effort to make the Google platform more secure.
1. G Suite Admin needs to login to the Google Admin Console. https://admin.google.com/
2. Choose ‘Security -> Access and Data Control -> API Controls:
3. From API Controls screen, choose ‘Manage Domain Wide Delegation’ on the bottom right hand of screen:
4. On API Clients screen, click ‘Add New’ hyperlink which will open a popup window:
5. Enter ‘102441935245555878964’ as the Client ID (CEO Juices registered ClientID)
6. Enter Scope: ‘https://mail.google.com/’ which will allow us access to and the ability to manipulate the mailbox. I.e., read emails, then move to failed and/or passed folders if needed. Also, if failed/passed folders are not created, this gives the permissions to do so.
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Best Practices & Tips
Best Practices & Tips
-Needs a dedicated mailbox and forwarding emails do not work, but shared mailboxes do.
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Related Alerts
Related Alerts
ID948 - Service Call Import Utility
Why is ID948 required?
ID948 is the service call import utility which can use data from several places (e.g. Autotask or emails) to generate service calls.
ID802 is the piece that pulls the service call data out of emails and puts them in a table ready for ID948 to process. ID802 is one of many processes ID948 could potentially work with.
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