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.

  • 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
  • Recipient email address must contain...: Checks that the email's recipient 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.
    • User-defined fields: Depending on the data type, you can check the ticket field for:
      • String contains another String.
      • Numeric operators <, >, ==, !=
      • Date values within the next 1-8 weeks, relative to task execution.
    • Deadline: The ticket deadline is within the next 1-8 weeks, relative to task execution.
    • Identifier: The ticket identifier contains a given text.

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.