Edit Email Rules

SysAid Product Manager


Service Desk

Email Rules

Edit Email Rules


This page allows you to build or edit the parameters of an email rule. The page is composed of three sections, which determine:



Each rule should have a unique name and is only applied if it is enabled. You can select if subsequent email rules on the list should be applied to SRs that this rule runs on.



Make sure to click Save at the bottom of the page when you are finished.


Which incoming email adresses does the rule apply to?


From the top section of the page, you can select incoming email addresses to apply this rule to. Once you add email addresses, SysAid applies the rule only when an email is received by these addresses.



To add incoming email addresses for the rule

  1. Next to the Incoming email addresses field, click Elipses.
  2. Perform one of the following actions to select the incoming email addresses you want to add:
    • To add specific email addresses, select the check boxes corresponding to those addresses.
    • To select all of the listed email addresses, select the Select/Deselect All check box on the bottom of the screen.
    • To apply this rule to all listed email addresses, including any addresses that are integrated after you create the rule, select All.

    Incoming Email Address Selection Dialog

  1. Click OK.

The email addresses appear in the Incoming email addresses field.

If you want to remove the email addresses, click Clear.


For information on adding more email addresses to the list, see Email Integration.


What text does the rule search for?


In the next area of the screen you can add search text or email addresses for SysAid to look for when parsing the incoming email. You can use the Expression Builder to set the rule to run based on the search text's presence in the email.


To set search criteria

  1. Next to the Text to search for field, click Elipses.
  2. Use the Expression Builder to build your search criteria. The search criteria appears in the Text to search for field.

If you want to remove the search conditions, click Clear.


Search Text for Email Rule


You can set a condition to apply to any of the following parts of the email:

  • The sender's email address
  • The subject
  • The body
  • The subject or the body
  • The address that the email was sent to (the "To" field) - This could be helpful if you have multiple Alias addresses that are all routed to the same inbox.

You can select from five different operators to apply to the part of the email you selected:




Equals The selected section contains only the the exact text that you enter.

Example:Subject Equals "server"

Meaning: The entire subject of the email is the word "server".

Does not equal

The selected section's text is not the exact text that you enter.

Example: Body Does not equal "computer"

Meaning: The body of the email contains content other than the word "computer".


The selected section includes some form of the text that you enter.

Example: Body Like "print"

Meaning: The body of the email includes content similar to the word "print", such as the word "printer", "printing", or "printed".

Does not contain

The selected section does not include any form of the text that you enter.

Example: Subject or Body Not like "network"

Meaning: The word "network" does not appear in any form in the email's subject or body.

Is empty

The selected section contains no content.

Example: Body Is empty

Meaning: The body of the email is completely blank. It contains no content (including text, spaces, or images).


Email Rule Filter



What fields does the rule update?


You can set any of the following actions to happen when SysAid runs the email rule:

  • Set the SR type (incident, request, change, or problem)
  • Set the SR's template
  • Assign the service record to an administrator
  • Assign the service record to an admin group
  • Set the status of the service record
  • Set the category of the service record
  • Set the urgency of the service record
  • Set the impact of the service record
  • Set the priority of the service record
  • Use the action builder to fields other than those listed above

Note: If you set an email rule to set the SR type subsequent email rules cannot change the SR type or template.



The action builder allows you to set almost any field on a service record when SysAid applies the email rule.

To set a new action:

  1. Click Action Builder.
  2. Choose the field(s) you would like to set.
  3. Enter the value for the field.
  4. Click Create Filter.

Note that unlike the Expression Builder, the Action Builder only allows you to choose the And statement. SysAid implements all actions you specify when it applies the email rule.


Example: This email rule sets the new SR as an incident with the Cannot Connect to a Wi-Fi Network template, assigns it to the support admin group, sets the status as New, gives it the category of Mobile Devices > Smartphone > Wifi/3G Error, sets the Urgency and Priority to Very High, the Impact to Low, and Emily Johnson as the Request User.



When you are finished creating/editing your rule, click Save.

This message was edited 1 time. Last update was at Nov. 04, 2013 03:39 PM

We are limited to a single word per 'rule' then? I can't set up a rule that like:
"Any email that arrives with the phrase "locked out" in the Subject line, create a SR with High priority and assign to Joe."
SysAid Product Manager Community Manager
Hi c71clark,

It can contain any number of words, and you can also set the filter to "contains" instead of "equals", alongside other options. It can also contain "AND" and "OR" statements.

I tried using quotations around the two word phrase ("new user"), but that didn't work. I will try putting an 'AND' between the words, which might be okay, but how do I format it so that a specific phrase is the trigger?

I did a little digging, and I only see instructions about using the Expression Builder. This lets me create a rule that says "if the word APPLE and TREE are in the Subject or Body, do that".
I would like the logic "if the phrase "APPLE TREE" is in the Subject or Body, do that."

Is this possible?

This message was edited 1 time. Last update was at Jul. 18, 2016 09:08 AM

SysAid Product Manager Community Manager
Hi c71clark,

I'm not sure what you're referring to. I have just tested an email rule myself and in "Text to search for", any number of words is acceptable, without the use of quotation marks. Does this not work for you? What is the result you get?

Also, there is no Expression Builder in Email Rules, only an Action Builder to actually change field values of an SR. Can you tell me which version of SysAid are you using?

I guess I had a 'doh' moment. For whatever reason, the thing I tried to do last week is working now. So that's good! Thanks!
I don't see how I could set the urgency based on the content of the email. I see that I can specify the urgency in the rule, but that would mean I would have to create a separate rule for each possible value of Urgency, or any other field, for that matter.

Such as
Rule 1: Search for "Urgency: Low", Action: Update field Urgency to Low
Rule 2: Search for "Urgency: Moderate", Action: Update field Urgency to Moderate

Or am I missing something?
SysAid Product Manager Community Manager
That is correct. The email rules currently are not dynamic.

Hi - I would like to change an incoming SR from an Incident to a Request using email rules - is this possible?
SysAid Product Manager Community Manager
It is not currently possible, but there is a feature request we are actively working on right now that deals with this topic. Its number is #13286, and its official forum thread can be found here - it will be updated when we have an ETA for the feature release.

I'm trying to create a rule that triggers on an email appending a closed ticket. For example, someone replies to an email for a ticket from 3 months ago. I'd like for there to be a notification to our team that does not put it back in an open status that will count against the time open. I'd like the rule to look for close date older than 30 days or resolution is not null. I've created a new status called Response to Closed Ticket that that the SR can be set to. Is this something that's possible?

SysAid Product Manager Community Manager
Hi Tara,

I believe that creating an escalation rule that automatically archives Closed tickets where modify time is older than 3 months will be an adequate solution to this. The field name in the action builder is Archive: Yes.

Archived tickets cannot be re-opened, and a new ticket will be opened if a user replies to an archived ticket. Will this work for you?

As always, I suggest first testing this with a limited number of tickets first before applying to all tickets.

That will work! Thank you so much!
Can you create an edit rule that allows you to take the body of the email and apply it to the solutions field?
SysAid Product Manager Community Manager
Hi Terrell Calvin,

This is not currently available, but perhaps can be customized using our Professional Services team. Please contact your account manager to discuss this.