Email Received

The Email Received trigger runs the task when a new email is received and added to a ticket. The trigger can be customized to only trigger when certain conditions apply:

  • Subject must contain...: Checks that the email's subject contains the given text
  • Sender email address must contain...: Checks that the email's address contains the given text
  • Body text must contain...: Checks that the email's body text contains the given text

* 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 AND and OR.

  • None: The condition applies without restriction.
  • Subject: The subject of the ticket must contain the specified text.
  • ITIL: The ticket must have the selected ITIL status.
  • Category: The ticket must be in the selected category.
  • Classification: The ticket must have the selected classification.
  • Location/Customer: The ticket owner must be part of this location/customer.
  • Priority: The ticket must have the selected priority.
  • Process: The ticket must either be in any process, in no process, or in a specific process.
  • Resource: The ticket must be assigned to the selected resource.
  • Ticket owner: The ticket owner must be the specified user.
  • Ticket owner field: The specified ticket owner field must have a specified value.
  • Order fields 1-6: The free field contains a specific value.

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.