Creating email rules

As an administrator, you must set up email rules to automatically create and update tickets based on incoming emails. When an email with a specific subject pattern is received, the system automatically creates or updates a ticket based on predefined rules.

For example, when an email with the subject "MYTKT-12345: Urgent Issue" is received, the system processes based on predefined rules. The rules identify the ticket ID based on the pattern "Urgent" in the subject. If the ticket doesn't exist, a new ticket is created; otherwise, an existing ticket is updated.

Related topics

Enabling-automatic-ticket-creation-from-emails-for-a-custom-application

To create email rules

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select Email Service.
  3. From the list select Email Rules  and click Edit data.
  4. On the Data Editor page, click + New

  5. In the New Record panel, use the following fields to create a record.
    Make sure to create a record for all the five rule types:

    Rule Type

    Rule Description

    Key 1

    Key 2

    Key 3

    Value

    Is Public

    Application Record Definition

    Default Ticket Type

    Default ticket type to create a ticket 

    NA

    NA

    NA

    MyApp

    True

    Custom application record definition name 

    For example, com.custom.app:My Ticket

    Operation Type Identification

    Identify ticket type for custom application based on email subject

    The pattern that identified custom ticket ID

    For example,

    ([^A-Za-z0-9]|^)MYTKT-[0-9][0-9]+([ \t:]*|$)

    Subject

    Update

    Update

    True

    Custom application record definition name 

    For example, com.custom.app:My Ticket

    Ticket Type Identification

    Identify ticket type for custom application based on email subject

    The pattern that identified custom ticket ID

    For example,
    ([^A-Za-z0-9]|^)MYTKT-[0-9][0-9]+([ \t:]*|$)

    Subject

    NA

    MyApp

    True

    Custom application record definition name 

    For example, com.custom.app:My Ticket

    Process Selection on inbound email

    Process name to create a ticket

    Create

    MyApp

    NA

    Fully qualified name of the process to create a custom ticket

    True

    Custom application record definition name 

    For example, com.custom.app:My Ticket

    Process Selection on inbound email

    Process name to update a ticket

    Update

    MyApp

    NA

    Fully qualified name of the process to update the custom ticket

    True

    Custom application record definition name 

    For example, com.custom.app:My Ticket

  6. Click Save.

Where to go from here

Update-email-settings-in-the-custom-application


 

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