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New rule

This form is used to create a new rule for incoming messages.

Options:

  • Rule name - enter the name of the rule.
  • Conditions - enter one or more of the following conditions. If you specify more than one condition, the rule will be executed only if all the specified conditions are met.
    • Message subject contains - enter the text that must be included in the message subject. For example, if you specify: Application installation, the condition will be met for messages with the subject line: Office application installation; Remote installation of applications on a computer; Application installation. Basic application installation will not satisfy the condition.
    • Message body contains - enter the text that must be included in the message body.
    • Sender contains - enter the text that must be contained in the From field of the message.
    • Recipient contains - enter the text that must be contained in the To field of the message. ::: note If you set an alias address instead of the primary email address, the recipient’s Exchange server (for emails within the same tenant) rewrites the address to the primary address, causing the rule to stop working. Therefore, the issue must be worked around using one of the following options:
      1. Use one mailbox per rule.
      2. Include an additional Subject/Body contains condition in the rule.
      3. If using an alias is really required, emails sent to that address must originate from a different tenant or another service (such as Gmail, etc.). :::
  • Send a message
    • Send message - if you enable this option, the rule sends the message that is defined in the following fields.
    • To whom - specify the recipient of the message. You can enter multiple email addresses in the field, which can be separated by semicolons or commas.
    • Subject - enter the subject of the message.
    • Text - enter the text of the message.
  • Next action - select which actions to perform on the ticket that was created based on the incoming message.
    • Create in Service - the ticket is created directly in the selected service.
    • Resolve ticket - the ticket is automatically resolved immediately.
    • Delete ticket - the ticket is automatically deleted immediately.