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Mailbox Rules

Mailbox rules let you configure any actions, replies, or both, that must occur for messages retrieved from a mailbox.

Mailbox rules let you perform any of the following email actions:

• Ignore Email—Does not process the email and does not reply.

  This action is useful for system-level messages such as Out of Office or Mail Delivery errors.

• Ignore Email and Reply—Does not process the email, and replies to the sender. Response emails use the reply success messages and the reply failure messages are ignored.
• Update Object—Uses the filter string to determine the object identifier (for example, %Incident:{{object_id}}% in the email), and sends an update request to the Text API. If the object identifier is not found, the Text API does nothing.

  This action typically handles email replies where the object identifier is embedded in the email. If no object identifier is present, the failure response message is typically sent.

• Create/Update Object—Uses the filter string to determine the object identifier (for example, %Incident:{{object_id}}% in the email), and sends an update request to the Text API. If the object identifier is found, the Text API updates a ticket. If the object identifier is not found, the Text API creates a ticket.

  This action is the standard behavior of the mail daemon (Mail Eater) in which the email does or does not contain Text API keywords.

The table (usp_mailbox_rule) maintains the rules which apply to the connection to each mail server account (usp_mailbox)—rules belong to specific mailboxes.

CA SDM provides predefines rules which you can customize or you can create mailbox rules.

More information:

Create a Mailbox Rule

Create a Mailbox