Email Rules

 
Author
Message
Super SysAider
60
 
Is it possible to create an email rule that will auto assign the Admin group if another email address is listed in the To field?

Example:
User emails both helpdesk and user@company.com - Ticket gets created and auto assigns the Admin group.

We are working on not having our helpdesk have to touch every ticket that comes in. Creating a bunch of different email address for support isn't an option at this time.
SysAid Product Manager Community Manager
122
 
Hi AnnHood,

This is from a while back and hopefully you already found ways to better automate your processes but nonetheless coming back to this the answer is of two folds:
1. there is bug regarding this issue #64163 (email rules regarding sender email adderss not working) I have assovcited you to this bug as well so you will be notified directly when this is moving up the pipeline.

2. Although you touched on your limitation (can't have more emails etc), we still want to make sure you are aware that one email address is not best practice and overtime this can be become manual to sustain and update..

Let us know how you developed these processes so far!
Cheers,
Maayan

AnnHood wrote:Is it possible to create an email rule that will auto assign the Admin group if another email address is listed in the To field?

Example:
User emails both helpdesk and user@company.com - Ticket gets created and auto assigns the Admin group.

We are working on not having our helpdesk have to touch every ticket that comes in. Creating a bunch of different email address for support isn't an option at this time.

This message was edited 2 times. Last update was at Jan. 11, 2022 12:03 PM