Edit Email Rules
    • 28 Jun 2022
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    Edit Email Rules

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    Article summary

    This page allows you to build or edit the parameters of an email rule. The page is composed of three sections, which determine:

    Each rule should have a unique name and is only applied if it is enabled. You can select if subsequent email rules on the list should be applied to SRs that this rule runs on.


    Make sure to click Save at the bottom of the page when you are finished.

    Which incoming email addresses does the rule apply to?

    From the top section of the page, you can select incoming email addresses to apply this rule to. Once you add email addresses, SysAid applies the rule only when an email is received by these addresses.


    To add incoming email addresses for the rule

    1. Next to the Incoming email addresses field, click SharedimagesEllipsesbuttonEllipsesbutton5.jpg.
    2. Perform one of the following actions to select the incoming email addresses you want to add:
      • To add specific email addresses, select the check boxes corresponding to those addresses.
      • To select all of the listed email addresses, select the Select/Deselect All check box on the bottom of the screen.
      • To apply this rule to all listed email addresses, including any addresses that are integrated after you create the rule, select All.
    3. Click OK.
      The email addresses appear in the Incoming email addresses field.

    If you want to remove the email addresses, click Clear.

    For information on adding more email addresses to the list, see Email Integration.

    What text does the rule search for?

    In the next area of the screen you can add search text or email addresses for SysAid to look for when parsing the incoming email. You can use the Expression Builder to set the rule to run based on the search text's presence in the email.

    To set search criteria

    1. Next to the Text to search for field, click SharedimagesEllipsesbuttonEllipsesbutton6.jpg.
    2. Use the Expression Builder to build your search criteria. The search criteria appears in the Text to search for field.

    If you want to remove the search conditions, click Clear.


    You can set a condition to apply to any of the following parts of the email:

    • The sender's email address
    • The subject
    • The body
    • The subject or the body
    • The address that the email was sent to (the "To" field) - This could be helpful if you have multiple Alias addresses that are all routed to the same inbox.

    You can select from five different operators to apply to the part of the email you selected:


    EqualsThe selected section contains only the the exact text that you enter.

    Example:Subject Equals "server"

    Meaning: The entire subject of the email is the word "server".

    Does not equal

    The selected section's text is not the exact text that you enter.

    Example: Body Does not equal "computer"

    Meaning: The body of the email contains content other than the word "computer".


    The selected section includes some form of the text that you enter.

    Example: Body Like "print"

    Meaning: The body of the email includes content similar to the word "print", such as the word "printer", "printing", or "printed".

    Does not contain

    The selected section does not include any form of the text that you enter.

    Example: Subject or Body Not like "network"

    Meaning: The word "network" does not appear in any form in the email's subject or body.

    Is empty

    The selected section contains no content.

    Example: Body Is empty

    Meaning: The body of the email is completely blank. It contains no content (including text, spaces, or images).


    What fields does the rule update?

    You can set any of the following actions to happen when SysAid runs the email rule:

    • Set the SR type (incident, request, change, or problem)
    • Set the SR's template
    • Assign the service record to an administrator
    • Assign the service record to an admin group
    • Set the status of the service record
    • Set the category of the service record
    • Set the urgency of the service record
    • Set the impact of the service record
    • Set the priority of the service record
    • Use the action builder to fields other than those listed above

    If you set an email rule to set the SR type, subsequent email rules cannot change the SR type or template. Any rule that sets the type or template, should be placed at the top of the email rule list, to ensure that it's run first. 

    The action builder allows you to set almost any field on a service record when SysAid applies the email rule.
    To set a new action:

    1. Click Action Builder.
    2. Choose the field(s) you would like to set.
    3. Enter the value for the field.
    4. Click Create Filter.

    Note that unlike the Expression Builder, the Action Builder only allows you to choose the And statement. SysAid implements all actions you specify when it applies the email rule.

    Example: This email rule sets the new SR as an incident with the Cannot Connect to a Wi-Fi Network template, assigns it to the support admin group, sets the status as New, gives it the category of Mobile Devices > Smartphone > Wifi/3G Error, sets the Urgency and Priority to Very High, the Impact to Low, and Emily Johnson as the Request User.


    When you are finished creating/editing your rule, click Save.