This documentation supports the 18.08 version of Service Desk.

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Email Rule Engine use cases

The Email Rule Engine determines what action to take according to the rules that you define in the use cases. The basic types of use cases are Create and Update. For example, you can define the following use cases:

  • Tell the Email Rule Engine to create an incident request that uses a specified incident request template, based on the content of the email subject line.
  • Update an existing incident request with work information notes.

Also, the system uses broadly defined, generic, default use cases when an email message does not match any of those that you define. You cannot modify the default use cases or add to the default set. The out-of-the-box use cases are as follows:

Form

Use Cases

Work Order

  • Create
  • Add worklog
Change Request
Incident

Known Error

  • Add worklog
Request
Task
Problem

If the Email Rule Engine cannot match an email message to a use case, it rejects the email message.

Defining the use cases requires the following steps:

  1. Create the use case record.
    You create the use case record from the Base Configuration tab of the Inbound Email Rule Configuration form. For information about creating use cases, see Creating Email Rule Engine use cases.
  2. Define the use case rules.
    You define the rules from the Rule Configuration tab of the Inbound Email Rule Configuration form. For information about defining the use case rules, see Defining Email Rule Engine use case rules.

You can define multiple use cases.

Related topics

Creating Email Rule Engine use cases
Defining Email Rule Engine use case rules
Record creation and updates by email
Troubleshooting email record creation and updates

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