Hi,
I have received a request to configure automatic ticket creation from inbound email with the following conditions:
1. When the mail comes from the following mail ids, let the tool make it Sev 2.
a. User1
b. User2
c. ...
d. UserN
2. if the mail subject contains both "DOWN" and "PROD" words, let the tool make it Sev 2.
3. If the Item 2 comes from above mail-ids (Item 1), then it will be Sev 1.
4. Regarding ticket assignation:
a. If the mail timing is Australia Time Zone till India 3pm, let it be assigned to India Team
b. If the mail timing is post India 3pm till India 9pm, let it be assigned to EMEA Team (if there is any)
c. Else, let it be assigned to US Team
We already have a simple auto route that assignes the ticket to a global User, with Sev4 and I'm looking for ways how to advance the configuration to meet the above requirements.
1. Is it possible to set rules based on sender email address? Which attribute to look at? (Serviceaide support already told me this is not possible)
2. I understand the email subject goes into ticket Description and there is a possibility to use wildcard % - could you suggest an expression for the combination of keywords as mentioned in this point (looking for "DOWN" and "PROD" ; or "PROD" and "DOWN" in the email subject)?
4. If I'm not mistaken I would create multiple auto routes and use the "Time" tab to set matching timezones to apply.
Many thanks for your help.
Kind regards
Mike
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Michael Kristofic
Practice Manager
HCL Technologies
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Original Message:
Sent: 07-23-2015 09:50
From: Tracy Maddux
Subject: auto route
Good Morning,
I am setting up auto routes for tickets being opened via email. The subject line will have one key word that determines which auto route to use. Can I used double % in front and behind that key trigger word/phrase to accept anything before or after that and not have a subject line that matches it entirely? IE the subject line might say "new ticket for john smith: service" The name can change to anyone but the trigger word 'service' is what the condition looks for in the auto route.
Thank you
Tracy