Submit a ticketCall us

Systems Monitoring for Dummies
Our new eBook will teach you the fundamentals and help you create monitors and alerts that are effective, meaningful, and actionable. Monitoring is more than a checkbox on your to-do list. This free eBook will give you practical advice to help you succeed in all aspects of monitoring – discovery, alerting, remediation, and troubleshooting. Don’t miss out on this indispensable resource for newbies, experienced IT pros, and everyone in between. Register Now.

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

Table of contents

Overview

You can set the Priority for your tickets based on a keyword in the 'Subject' field of a ticket email by using an Action Rule in Web Help Desk. This article describes how to create an action rule in Web Help Desk that sets the severity or urgency via email.

Environment

All Web Help Desk versions

Steps

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Processes > Action Rules.
  3. Click New in the Action Rules tab.
  4. Configure the settings in the Action Rules, Criteria, and Actions tabs.
  5. Save the settings. 

The following example shows how to set up an action rule. 

  1. In the Action Rules tab, enter the following selections.

    action-1.gif

  2. Click the Criteria tab.
  3. Select Subject > Contains > Priority. 

    action-criteria.jpg

  4. Click the Actions tab. 
  5. Click the first drop-down menu and select Modify Ticket. 

    action-action.jpg

  6. Click Edit.
  7. Select the ticket modifications, and click Save.
    The rule action is saved.
    Tickets will automatically be validated against this rule. Whenever the action criteria is met, the defined action occurs.
Last modified

Tags

Classifications

Public