Lesson 4: Creating a rule to process the script

To run the email processing script to create or update incidents from emails, you need to create an automatic rule.

About this task

You can also specify a condition based on the email properties, such as subject, from address, sent or received date.

Complete the following steps.

Procedure

  1. Select Customization Settings > Rules and click New Rule > Automatic.
  2. Enter a name for the rule, such as Create incidents from email.
  3. From the Object Type drop-down, select Email Message.
  4. Beside Conditions, click Add New.
  5. From the Activities section, beside Ordered, click Add New and select the following:
    • Run Script
    • Inbound: create incident
  6. Click Save & Close.

Results

The rule is created and available to trigger the email script. The Email tab on an incident shows the email associated with the incident and shows the mailbox from which the email originated.

Lesson checkpoint

The automatic rule that you created triggers the script that processes incoming emails.

In this lesson you learned how to create and configure a rule to process the email script.