Ideas

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Inbound email rules

  • 1.  Inbound email rules

    Posted 09-19-2019 05:15
    Hi all,

    It will be great to have some capability to add rules to incoming emails, such change ticket status by some keywords in subject.

    Regards,

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    Nelson Guimaraes
    FUJITSU Portugal
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  • 2.  RE: Inbound email rules

    Posted 09-20-2019 07:17
    Hi Nelson,

    I believe this already exists in ISM.

    see link: https://serviceaide.atlassian.net/wiki/spaces/CloudSMGoldfish/pages/2965353/Configure+a+Reason+Code+for+Ticket+Updates+through+Email



    https://serviceaide.atlassian.net/wiki/spaces/CloudSMGoldfishBR/pages/3649706

    Hugs

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    Jefferson Pereira Macena
    IT Analyst
    Fujitsu
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  • 3.  RE: Inbound email rules

    Posted 09-20-2019 09:40
    Hi Nelson,

    I guess it's already possible. Incoming mails can do pretty much anything if you configure it using routing. There is a field there for you to specify words and if the ticket number is in the subject, you update the ticket, instead of creating a new.

    Regards.

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    Leonardo Blay
    Senior Analyst
    Infoglobo
    Rio de Janeiro
    +55 21 25349747
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