Customers
User information
 Loading ...
Show article in Knowledge Base

 What are Processing Rules in the Ticket System? Export knowledge base Export     SubscribeSubscribe      Show article info

Processing rules is a way to set up automated handling of incoming support mails  in the ticket system.

 

Go to the 'Email ticket system' page in project settings. This page has two tabs, one is for General settings to the email ticket system.

In the other tab, 'Processing rules', you can create and edit your processing rules for emails.

 

When the ticket system receives incoming mail it does one of two things:

 

  • creates a support issue for a new mail conversation
  • threads the mail into an existing issue, if there is a ticket-id on the issue/mail (depending on settings).

 

With the processing rules you can modify this base behaviour.

 

 

You can add several rules, which are evaluated in order.

Each rule has a general section,  one or more rule criterias, and one  or more rule actions.

 

General

  • Name - the name of the rule
  • Rule order - important to get the evaluation order right. Number 1 is evaluated first, then others.
  • Stop execution of rule if this rule triggers - If this is checked, and the rule triggers, no rules after this in the list will be performed.
  • Do not process this rule if a ticket id is present in the Subject - If this is checked, and a ticket id is in the subject, this rule will be skipped, turning execution over to the next rule.

 

 


Rule criteria - whether or not the rule should trigger or not.

 

Knowledge Base Images/Project Settings/Project_Settings_Email_Processing_Rules_Criteria2.png

 

  • Add new criteria - click on this to add a new criteria. A criteria can be removed by clicking on the red X next to it. You can create one or more criteria.
  • first combobox - which part of the mail the system is looking at - 
    • Subject - Checks text in the mail subject line.
    • Sender address - Checks the text of the sender email address
    • To address - Checks the text of the "To:" email address, which normally is the address of a ticket system in the project (you can have several ticket systems on a project)
    • CC address - Checks the text of the "CC:" email addresses, if any. 
    • Issue status - Checks the status of the support issue.
    • Email priority - Checks the priority field in the email  - High, Medium or Low
    • Body - Checks text in the content of the email bodyl
  • second combobox - For text fields, this show what relation the area will have to the search term text : contains, Does not contain, equals, does not equal, starts with, ends with. For other field types this is usually Equal/Not Equal.
  • Value field - For Text fields you can enter the search term. For Status and Email priority, you can select the status/priority in the combo.
  • Match all criterias/Match any criteria - whether the rule triggers if the system matches any one of the criterias, or if it needs to match all of them.

 

 

 

 

Rule action - what happens to the issue created by the support mail.

 

Knowledge Base Images/Project Settings/Project_Settings_Email_Processing_Rules_Action2.png

 

  • Add new action - click on this to add a new rule action. An action can be removed by clicking on the red X next to it. You can create one or more actions.
  • First combobox - what should be done for the new issue.
    • Set priority - if the rule triggers, the priority is set with the value  selected in the second combobox.
    • Set severity - if the rule triggers, the severity is set with the value  selected in the second combobox.
    • Set issue type - if the rule triggers, the issue type is set with the value selected in the second combobox.
    • Move to spam folder - if this rule triggers, the email will be removed to the documents spam folder as an eml file.
    • Delete email - if this rule triggers, the email will be deleted entirely.
    • Set product - if this rule triggers, the Product issue field will be set with the Configuration Item/Product selected in the chooser to the right.
    • Transfer to this project - If the rule triggers, the email/issue will be transfered to another specified project
    • Parse body content - If the rule triggers, the system will search through the email body for a specific string and store the related value. Read more here
    • Parse subject content - If the rule triggers, the system will search through the email subject line for a specific string and store the related value. Read more here 
    • Notify recipients - if the rule triggers, notifications will be done to the email addressses in the second field (comma-separated).
    • Forward original email - if the rule triggers, the original mail will be forwarded to email addresses in the second field (comma-separated). You can choose sender of the forwarded mail to be the original sender, or the ticket system.
    • Do not send auto reply - if the rule triggers, the system will not send an autoreply for issues without a ticket-id, as it otherwise would have.
    • Send specified auto reply - if the rule triggers, the system will send the specified autoreply. This is for issues without a ticket-id (For example, the first support mail in a new conversation).
    • Send specified message - if the rule triggers, the system will send the specified message. This is for issues that have a ticket-id (For example, when you have been replying on a support issue)
    • No change of issue - if this rule triggers, the issue will be left unchanged, even if it otherwise would have changed (status change to 'Reply received', for example).
    • Send autoreply to - if the rule triggers, the system will send the autoreply to a specified email address instead of the sender address on the incoming email. This is for issues without ticket-id, and is useful when you get mails from an automated system, for example. 
  • Second field - combobox or text field depending on the selection of the first.


Combining these rules, criterias and actions can expand the functionality of your ticket system, and your support center - increasing the flexibility.

The system can then react to certain words in the mail, and take the correct action.


User comments
 Loading ...