Email Rules

 
Author
Message
SysAid Product Manager
309
 

Settings

Service Desk

Email Rules

 

This page allows you to manage your email rules. Email rules enable you to automatically set field values in service records created from an incoming email. These rules parse the emails for the sender's email address and/or predeifined search criteria.

For more information on generating service records from incoming emails, see Email Integration.

 

Email Rules

 

For general instructions on using list pages in SysAid, see Using SysAid Lists.

 

Create or edit an email rule

 

To create a new email rule, click New Mobile Device Policy.

To edit a rule, click the row of an existing rule.

For more information about creating and editing email rules, see Edit Email Rules.

 

List actions

 

You can modify the list with list actions. To display the list actions, select one or more of the check boxes corresponding to the list entries.

 

 

Delete
Delete the selected email rules.
Print
Export the selected email rules to PDF. You can then easily print them.
Export
Export the selected email rules to a .csv file. You can then print them, or use the data for further calculations.
Move rule up
Move the selected email rule higher up on the list.
Move rule down
Move the selected email rule lower down on the list.
Mode
Disable or enable selected email rules. Click Set to apply the mode.
Duplicate
Duplicate a rule to use as the basis for a new rule. You can only duplicate one rule at a time.
 
 
 
 
 

Order in which email rules are applied

 

SysAid applies email rules that match the incoming email in the order they appear on the list, from top to bottom. Example: If the first email rule sets the priority of the service record to High and the second email rule changes the priority to Highest, SysAid saves the service record's priority as Highest because it is the last rule applied to that service record.

 

What happens when email rules conflict with other rules?

 

SysAid gives priority to email rules over other types of rules in the event of a conflict. Example: There is a routing rule that assigns all printer related service records to administrator A. There is also an email rule to assign the category "Printer" to any service records generated from an email containing the word "printer" and to assign that service record to administrator B. An email with the subject "Third Floor Printer Out of Ink" generates a service record that is assigned to administrator B and SysAid ignores the routing rule that would assign the service record to Administrator A.

This message was edited 1 time. Last update was at Nov. 04, 2013 03:40 PM

SysAider
10
 
How do I use the contents of the email subject line to assign it to a custom field?
SysAid Product Manager Community Manager
5276
 
Hi Ammon,

If you mean taking the content of the email and inserting into a field - this is not possible at the moment in SysAid. You can submit this as a feature in the Feature Requests forum.

Cheers,
Danny
SysAider
10
 
Thank you for the reply, Danny.
Just to clarify:
What I want is the contents of the subject line inserting into a custom field. Email integration currently does that to the Title field, I just want to insert it into a custom field - is that possible with the action builder? Is that what you're saying is not possible?

Also, if that's not possible, is there a way to take what is automatically populated to the Title field, can I make a custom field automatically populate from the Title field?

This message was edited 2 times. Last update was at Jun. 12, 2017 01:21 PM

SysAid Product Manager Community Manager
5276
 
Hi Ammon,

I believe this might be possible with the help of our Professional Services team. I suggest contacting your account manager to discuss this.

Cheers,
Danny
SysAider
10
 
Danny Tashiev wrote:Hi Ammon,

I believe this might be possible with the help of our Professional Services team. I suggest contacting your account manager to discuss this.

Cheers,
Danny

Thanks for the reply Danny. In thinking about this, I wondered if there may be a simpler option and maybe you can help. The problem arises in our notification template. It is currently set to show the contents of the custom field. I'm confident that I can change the body of the notification template to use an #if statement to use the Title field if the custom field is empty, but I don't know about the subject field of the template. Is there a way to use the #if/then logic in the subject line of the notification template?
I would just test it out, but there are multiple people that use this template, and I don't' want to discuss making this change if it's not even possible.

This is what I'm thinking:
This is what is currently in the Subject field of the notification template:

will this work?
SysAid Product Manager Community Manager
5276
 
I believe this should work. Just don't forget to add "#end".

Cheers,
Danny
SysAider
10
 
That worked. Thank you.
SysAider
1
 
Why does the system create a new ticket each time a reply is posted via email? Are we doing something?