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Email Received
The Email Received trigger runs the task when a new email is received. The new email may create a new ticket, or it may be added to an already existing ticket. The trigger can be customized to only trigger when certain conditions apply:
Note: If the task also includes the Ticket Created trigger, it will be run twice.
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Subject must contain...: Checks that the email's subject contains the given text
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Sender email address must contain...: Checks that the email's address contains the given text
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Recipient email address must contain...: Checks that the email's recipient address contains the given text
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Body text must contain...: Checks that the email's body text contains the given text
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Condition: By specifying Conditions the listing can be restricted to certain ticket properties. The corresponding possible values are displayed in a selection list after selecting the field. Additionally, a second condition can be specified and linked with both
ANDandOR.-
None: The condition applies without restriction.
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Subject: The subject of the ticket must contain the specified text.
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ITIL: The ticket must have the selected ITIL status.
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Category: The ticket must be in the selected category.
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Classification: The ticket must have the selected classification.
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Location/Customer: The ticket owner must be part of this location/customer.
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Priority: The ticket must have the selected priority.
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Process: The ticket must either be in any process, in no process, or in a specific process and/or activity.
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Activity: Select an activity the process must be in to trigger this task. You can also select actions of parallel tickets. If you do not require a specific action being set, select <any activity>.
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Resource: The ticket must be assigned to the selected resource.
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Ticket owner: The ticket owner must be the specified user.
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Ticket owner field: The specified ticket owner field must have a specified value.
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User-defined fields: Depending on the data type, you can check the ticket field for:
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String contains another String.
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Numeric operators
<,>,==,!= -
Date values within the next 1-8 weeks, relative to task execution.
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Deadline: The ticket deadline is within the next 1-8 weeks, relative to task execution.
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Identifier: The ticket identifier contains a given text.
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Note: The given text is matched in lower case as is, regular expressions are not supported.
Note: If multiple condition fields are set, the incoming email must meet all conditions.
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