Email Rules
- administrator
- matching
- Alerts
- automation
- criteria
- automatic
- conditions
- outcome
Configuration > Email > Email Rules
Related Guides:
Details
| Field | Type | Description |
| Email Rule Name | Free Text | The name of the Email Rule, as it appears in lists. |
| Email Rule Type | Single Select | Dictates the behaviour of the outcome of this rule: Ignore Email - Any incoming email that matches the specified criteria will be ignored by the system. Meaning that if no criteria is set, then all emails will be ignored. Help Request - This Rule allows for information from incoming emails to be mapped to existing fields within Halo, along with specifying a ticket type for tickets raised via these emails. Once a ticket type has been specified, you will be able to create field mappings. Service Status - This will add the rule to a list of those that can be matched against to set up a Service Status Alert. Formatted Email - This will log a ticket according to the Formatted Email setup. Supplier Email Update - This will match to an existing supplier ticket should the additional criteria be met. Alert via Email - This is used for processing 3rd party alerts, and can automatically close these if required. Phone Number in Subject - This is used to match a user to a ticket based on the phone number in the email body. Integration specific alert email rule types - This is used for processing Integration alerts, and can automatically close these if required. |
| Sequence in lists | Integer | This number dictates where the Email Rule will appear in a list. Higher values cause the rule to be higher up in the list. Should two or more rules have the same sequence, they will be sorted alphabetically. |
| Don't Send Acknowledgement | Checkbox | *Incoming Service Only* When enabled, this email rule will not send an acknowledgement to the end-user. |
| Always create a new Ticket | Checkbox | When enabled, emails that match this rule will always log new tickets rather than matching to, and updating, existing tickets. Allowing you to prevent matching for selected emails. |
Matching
| Field | Type | Description |
| Mailbox | Single Select | The rule will only apply if the Email comes into the selected mailbox. |
| From | Free Text | The rule will only apply if the Email comes from an email matching this address. Should "Exact Match" be checked, then the email must be identical, if not; the address will only need to have that value within it somewhere. |
| To | Free Text | The rule will only apply if the Email has this address in the To field. Should "Exact Match" be checked, then the email must be identical, if not; the address will only need to have that value within it somewhere. |
| Match CC and BCC addresses | Checkbox | If this is checked, the From and To criteria will also check the CC and BCC fields for these values. |
| Email Subject | Free Text | The rule will only apply if the Email has this value somewhere in it's subject |
| Email Body | Free Text | The rule will only apply if the Email has this value somewhere in it's body. |
| Scan the full email body | Checkbox | When checked, the whole email chain will be checked for the matching criteria when a new email comes in. When disabled, only the new email will be checked for criteria. |
| Match on Attachment Name | Checkbox | When checked, two more fields will appear. One is for the "Match Type", which specifies the relationship between the given value and the Attachment's name to match on. The second is the said value, the rule will only apply should this be matched. |
Help Request
| Field | Type | Description |
| Ticket Type | Single Select | This determines the type of Ticket that is logged when the rule is matched. |
| Field Mappings | List | This is a list of fields to which information from the Email will be matched to. The information can be distinguished by looking between preset tags, or setting a value should a certain string of text be found. |
| Asset Matching - Match Type | Single Select | Determines how Assets will be matched to the logged Ticket should there be one mentioned in the Email. To Match on Asset Tag in Email Body will require some additional fields to be completed which define how this value is found. |
| Field name to match on | Single Select | The field that should be populated, should the emails tag match the field, i.e. you could match onto the value of an asset tag(number) from the values found in the incoming email. |
| Don't override the From email address on the Ticket | Checkbox | When checked, if the matched user has a different email to the from address on the incoming email, the from address will not be overridden by the email against the user's account. |
| Start tag | Text | The tag used to identify the beginning of the field you are trying to match on i.e. Agent[{VALUE} where "Agent[" would be the start tag. |
| Match type | Single Select | The end tag option will use the value found between the start and end tag, refer to the email rules guide for more information. Using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break. The length option will look for a specified length to be found after the start tag value. |
| End tag | Text | The part of the tag which represents the end of the value to match on i.e. {VALUE}] where "]" would represent the end email tag to input. |
| Length | Integer | The number of characters that should be found after the stat tag of the email rule. |
| Default Ticket User to User of incoming email instead of Asset User | Checkbox | When checked, the ticket will be matched on Email address to an existing User, instead of matching on the Asset which may be assigned to a User. |
| User Matching | Section | These options allow you to set search criteria for the content of the email using a start tag and a selection of either end tag, string length, or a line break. This content will then map to a selected field. |
| Start tag | Text | The tag used to identify the beginning of the field you are trying to match on i.e. Agent[{VALUE} where "Agent[" would be the start tag. |
| Match type | Single Select | The end tag option will use the value found between the start and end tag, refer to the email rules guide for more information. Using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break. The length option will look for a specified length to be found after the start tag value. |
| End tag | Text | The part of the tag which represents the end of the value to match on i.e. {VALUE}] where "]" would represent the end email tag to input. |
| Length | Integer | The number of characters that should be found after the stat tag of the email rule. |
| Phone Number Matching | Section | These options allow you to set search criteria for the content of the email using a start tag and a selection of either end tag, string length, or a line break. This content will then be mapped to a Phone Number field against the ticket. |
| Start tag | Text | The tag used to identify the beginning of the field you are trying to match on i.e. Agent[{VALUE} where "Agent[" would be the start tag. |
| Match type | Single Select | The end tag option will use the value found between the start and end tag, refer to the email rules guide for more information. Using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break. The length option will look for a specified length to be found after the start tag value. |
| End tag | Text | The part of the tag which represents the end of the value to match on i.e. {VALUE}] where "]" would represent the end email tag to input. |
| Length | Integer | The number of characters that should be found after the stat tag of the email rule. |
| Actions are Private | Checkbox | If enabled, emails that match this rule, once they have created a ticket, will be stored as an action on the ticket, but the action will be hidden from the End-User. |
Supplier Email Update
| Field | Type | Description |
| Supplier | Section | These options allow you to set search criteria for the content of the email using a start tag and a selection of either end tag, string length, or a line break. This content will then be mapped to a designated field to identify the Supplier ticket. |
Alert via Email/Integration Specific Alert
| Field | Type | Description |
| Ticket Type | Single Select | The Alert coming in will create a Ticket with the selected type. |
| Field Mappings | List | This is a list of fields to which information from the Email will be matched to. The information can be distinguished by looking between preset tags, or setting a value should a certain string of text be found. |
| Asset Matching - Match Type | Single Select | Determines how Assets will be matched to the logged Ticket should there be one mentioned in the Email. To Match on Asset Tag in Email Body will require some additional fields to be completed which define how this value is found. |
| Default Ticket User to User incoming email instead of Asset User | Checkbox | When checked, the ticket will be matched on Email address to an existing User, instead of matching on the Asset which may be assigned to a User. |
| Actions are private | Checkbox | If enabled, emails that match this rule, once they have created a ticket, will be stored as an action on the ticket, but the action will be hidden from the End-User. |
| Ticket Closure String | Free Text | Should the email contain this string anywhere in it's subject or body, the ticket will be instantly closed after creation. Asset matching must be configured on the Email Rules for this setting to work. |
| Automatically close Tickets regardless of the assigned Agent | Checkbox | When disabled, tickets will only be closed if they are not yet assigned to a Agent. |
| Ticket's Read Status | Single Select | This determines if emails that match this rule log a ticket that is read or unread by default. Useful when alerts auto resolve/close as you can set them to be marked as read by default to avoid having lots of resolved (but unread) alert tickets. |
P hone Number in Subject
| Field | Type | Description |
| Use start and end tags to match onto a phone number in the email subject | Checkbox | When enabled, you will be able to specify the start and end tags the phone number will be contained between within the email body. Only numbers between these tags will be used to match a user to a ticket. |
| Start tag | Text | Only available when "Use start and end tags to match onto a phone number in the email subject" is enabled. Enter the start tag the phone number will be found after here. |
| End tag | Text | Only available when "Use start and end tags to match onto a phone number in the email subject" is enabled. Enter the end tag the phone number will be found before here. |