Inbound assignment Rule based on senders email address

Ed Nunes · ‎08-31-2018

Hi,

I am looking to create a rule that automatically changes the assignment group based on the senders email, however I am having issues getting it to work.

What I am looking for as an example is when an email is sent from 'example@domain.com' to automatically assign the incident to 'infrastructure' group instead of the current service desk group.

Any Ideas?

Thanks
Ed

Ashutosh Munot1 · ‎08-31-2018

HI,

When we give condition then that Inbound action will run if thew condition matches.

But your case is different. You want to run this action for all mails but you only want to change the assignment group when that mail is coming from particular user.

In this case what can you do is create a new inbound and add your conditon as email.from.indexOf('your email address') > -1

And then in script you can set the group

Thanks,
Ashutosh Munot

View solution in original post

Ashutosh Munot1 · ‎08-31-2018

HI,

Do you want to always use assignment rule? OR

Can we edit Inbound action?

Thanks,
Ashutosh

Ed Nunes · ‎08-31-2018

I am not sure, all we want is to automatically assign incidents based on the senders email without messing with the current inbound rules. Whichever way would be the easiest would be ideal.

Ashutosh Munot1 · ‎08-31-2018

HI,

So i have two options:

1) Use below script in your inbound action:

if(email.origemail == 'your email address' || email.from == 'your email address')

current.assignment_group = 'your group';

}

2) Copy the email to description field on ticket and then right a assignment rule and give condition as if description contains your email address then group your group name.

Thanks,
Ashutosh

Harsh Vardhan · ‎08-31-2018

you can define it on your inbound action to always set the group "infrastructure".

right now in the system is there any mechanism has set for assignment group to assign on incident?