Email Rules
  • 27 Sep 2023
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Email Rules

  • Dark
  • PDF

Article Summary

Email Rules List


Email Rules automatically configure Field values for Service Records that originate in incoming emails. These rules work by parsing the sender's email address and/or predefined search criteria within the incoming emails.

  • For more information on generating Service Records from incoming emails, see the Email Integrations document
  • For general instructions on using List pages in SysAid, see the Using SysAid Lists document

Manage Email Rules

email rulesEmail Rules Form


Create or edit an email rule

To create a new email rule, click New.
To edit a rule, click the row of an existing rule.

For more information about creating and editing email rules, see Edit Email Rules.

List actions

You can modify the list with list actions. To display the list actions, select one or more of the check boxes corresponding to the list entries.



Delete the selected email rules.


Export the selected email rules to PDF. You can then easily print them.


Export the selected email rules to a .csv file. You can then print them, or use the data for further calculations.

Move rule up

Move the selected email rule higher up on the list.

Move rule down

Move the selected email rule lower down on the list.


Disable or enable selected email rules. Click Set to apply the mode.


Duplicate a rule to use as the basis for a new rule. You can only duplicate one rule at a time.

Order of Email Rule Application

SysAid applies email rules that match the incoming email in the order they appear on the list, from top to bottom. 

Example: If the first email rule sets the priority of the service record to High and the second email rule changes the priority to Highest, SysAid saves the service record's priority as Highest because it is the last rule applied to that service record.

What happens when email rules conflict with other rules?

SysAid gives priority to email rules over other types of rules in the event of a conflict. Example: There is a routing rule that assigns all printer related service records to administrator A. There is also an email rule to assign the category "Printer" to any service records generated from an email containing the word "printer" and to assign that service record to administrator B. An email with the subject "Third Floor Printer Out of Ink" generates a service record that is assigned to administrator B and SysAid ignores the routing rule that would assign the service record to Administrator A.

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