Complete the following mailbox rule fields, as appropriate:
Specifies the sequence number of the rule. Messages are checked against rules in sequence number order from lowest to highest.
Specifies the mailbox to which this rule belongs.
Sets the rule to active or inactive.
Specifies what part of the email to search for the filter pattern, for example, Subject contains. For more information, see the Pattern Matching in Mailbox Rules topic.
Specifies a regular expression string to match with the email content. For example, [ \t\r\n]request[ \t\r\n]. The placeholder {{object_id}} lets you specify the artifact value for the Text API to use for associating the message with a specific ticket. For more information, see the Filter String Object Identifier Restrictions and Special Characters in Regular Expressions topics.
Specifies whether to consider letter case when matching patterns.
Specifies the action to take when the filter criteria matches, for example, Create/Update Object.
Note: For information about rule actions, see the Administration Guide.
Displays the type of ticket object to which message actions apply, for example, Request.
Sets the minimum type of artifact checking that you want to allow:
Specifies no validation of artifacts. This value is the same as not adding the keyword to the input file. Also accepts Text API ticket ID commands.
Validates a ticket against the hash for confirmation. If confirmation fails, the artifact is considered invalid and the email fails filtering where filtering is looking for an artifact ({{object_id}}).
Validates the ticket number from an encrypted data block. If the value is not a valid encrypted ticket number, the artifact is considered invalid and the email fails filtering where filtering is looking for an artifact ({{object_id}}).
Note: Types that are more secure than what is set are allowed. In other words, if you set the minimum type to PROTECTED, then both PROTECTED and SECURE are allowed, but NONE is not. Also, if PROTECTED or SECURE are selected, Text API ticket ID commands are not accepted. For more information about the artifiacts, see the Artifacts Use Considerations topic.
Specifies a notification method to send an automatic response. For example, Email. If you do not set this option, no response is returned. The response indicates success or failure of the actions performed for the message, and is separate from any notifications. If you are using multiple mailboxes, we recommend you to use the notification method to configure email replies.
Specifies a subject line for the reply, for example, Service Desk Response.
Write email text to the standard log (stdlog) if the filter matches.
Specifies a prefix to add when writing email text to the standard log entries. Use this option to enable matching log entries to rules.
Adds the subject line from the original message to the message body before processing. You can append, prepend, or not add a subject line. The subject line is attached to either the ticket Description or a Log Comment, depending on the actions for the message.
Specifies additional default commands for the Text API when the filter matches. Combines with the contents of the [EMAIL_DEFAULTS] section of the text_api.cfg file. The TextAPI Defaults field includes TextAPI keyword commands that are applied to a ticket when it is created from an email that matches a mailbox rule. The commands are not applied when the message affects an existing ticket.
To specify TextAPI Defaults commands, place each command on a separate line in the TextAPI Defaults field. Format the commands as follows:
OBJECT.FIELD=value
Note: Do not include a leading percentage symbol (%), which is required only for corresponding commands that are embedded in the body of the email.
For example, format the commands as follows:
REQUEST.PRIORITY=3
PROBLEM.CATEGORY=Facilities
INCIDENT.GROUP=Plumbing
Specifies additional Ignore Details for the Text API when the filter matches. Combines with the contents of the [EMAIL_IGNORE_INCOMING] section of the text_api.cfg file.
The TextAPI Ignore Incoming field lists TextAPI keyword commands that are not permitted to be used in the text of the incoming email message. Any commands that are listed in this field are ignored when they are found in an incoming email message.
To specify TextAPI Ignore Incoming commands, do the following steps:
OBJECT.FIELD
Note: Do not include a leading percentage symbol (%), which is required only for the corresponding commands that are embedded in the body of the email.
For example, format the commands as follows:
CHANGE.ASSIGNEE
PROBLEM.GROUP
REQUEST.EFFORT
Specifies information about the rule.
Specifies the plain-text contents of a reply message when the message is processed successfully. For example:
Thank you for submitting an update to your request. A support technician will contact you within the next 24 hours.
You can also enter a notification phrase, if already created. For example, you can use a notification phrase for email auto-replies.
Thank you for submitting your request.
@{notification_phrase[notification phrase code].phrase}
Specifies HTML contents of a reply message when the message processes successfully. The following options let you edit and preview HTML text:
Opens the HTML Editor which you can use to format the HTML.
Previews the HTML.
Shows the HTML source.
You can also use a notification phrase, for example,
Thank you for submitting your request.</p>
@{notification_phrase[notification phrase code].phrase}</p>
Specifies the plain-text contents of a reply message when the message does not process successfully. You can also enter a notification phrase, if already created. For example, you can use the following text:
Thank you for submitting your request.
@{notification_phrase[notification phrase code].phrase}
Specifies HTML contents of a reply message when the message does not process successfully.
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