Creating a Rule based on Incoming Email Addresses
Purpose: This procedure will create a Custom Rule that routes a Request to a specific Group and Admin User when an email is received through a given email address.
Prerequisites:
- The Novo Mail Service module must be enabled in the license
- At least 1 email address is configured in Admin>Setup>Core/General>Incoming Email Settings
Steps:
- Navigate to Admin>Request>Custom Rules
- Click Add New Custom Rule
- Set the following options:
| Name: | Incoming Email Route |
| Event: | Added by Contact, By Mail |
| If Timer: | Null |
| Timer Value: | Null |
| Use Business Hours: | Null |
| Run: | Null |
| Period: | Null |
| Enabled: | Yes |
| Condition: | Received By Email Account Is {Select an Email Address} |
| Action: | Assign Request To {Select an Admin User} and |
| Update Group to {Select a Group} |