Rules for incoming messages

This page is used to manage the rules that ALVAO Service Desk applies to incoming e-mail messages that have been delivered to mailboxes of services based on which new request were created.

Note:

Messages that contain a request tag in the subject are automatically assigned to an existing request, and these rules do not apply to them.

Individual rules are applied to the incoming message sequentially in the same order as they appear on this page (when sorted by the Order column). Each rule consists of a condition and action. The action will only be executed if the condition is met. Multiple rules can be applied to one message.

Options:

Command panel
- New rule – creating a new rule.
- Edit – editing the selected rule.
- Delete – deleting the rule selected.
- Down – moving the selected rule one position down.
- Up – moving the selected rule one position up.
Table of rules – contains all created rules. The table can be customized as needed.
Selected rule – when you select a rule in the table, the preview with the selected rule information will appear next to the table on the right.

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