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Home > Success Center > Web Help Desk (WHD) > Create action rules triggered by keywords in the email subject

Create action rules triggered by keywords in the email subject

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You can create custom action to set severity/urgency via email by creating an 'Action Rules' In the Web Help Desk (WHD) application. To set up Action Rules:

1. Open WHD webconsole > Setup > Processes > Action Rules.
2. Define the action rule by entering relevant details in 'Action Rule Info', 'Criteria' & 'Actions' tab.

Scenario:

Set the Priority for your tickets based on a keyword in the 'Subject' field of a ticket email, by using an Action Rule in WHD.

1. In the Action Rules Info tab, make the selections as shown in the screen given below:

action-1.gif

2. In the 'Criteria' tab > Tickets matching All of these conditions> make the selections as shown below:

action-criteria.jpg

3.Once the Criteria is set, you can use the 'Actions' tab of an Action Rule to modify the ticket's Priority using the "Modify Ticket" drop-down on the Actions tab for this Action Rule.

action-action.jpg

4. Click 'Save'. Now, the tickets will be validated against this rule automatically and whenever the action criteria is met, the defined action occurs.

Last modified
14:59, 13 Nov 2015

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