Hi Alex,

Check out the Settings > Service Desk > Email Rules section :)

For more info, check out the page SysAid Help > Email Rules.

Cheers,
Danny

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Danny Tashiev
Hi Alex,

Check out the Settings > Service Desk > Email Rules section :)

For more info, check out the page SysAid Help > Email Rules.

Cheers,
Danny

Hello Danny,

Thanks for your input. This seems helpful, however it doesn't seem I can parse variables through email rules as the options to update fields are all fixed.

What im looking is something like this:

Email body contains something like $requestuser='username' and that username will be mapped to the SR request user.

Do you know if that is possible at all?

Thank you!
Alex.

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Understood. This is not possible in SysAid at the moment, but could be a good feature request. Let me know and I'll move this thread to the Feature Requests forum.

Thanks,
Danny

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Is there any update in this case?
Has the demand been met with feature request?
It would be nice if we could fill in the requester field with the person who sent the email in the ticket.

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Ufo
Is there any update in this case?
Has the demand been met with feature request?
It would be nice if we could fill in the requester field with the person who sent the email in the ticket.

Hi Ufo,

I suggest you reach out to Gal, your customer success manager, in order to open a feature request, if it's not already open. And if it is, she'll be able to push things along :)

Cheers,
Dena

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