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

Ed Nunes · ‎08-31-2018

Hi Ashutosh,

Changing the condition to > -1 has made it work.

Thanks for your help.

Ed

Ashutosh Munot1 · ‎08-31-2018

Glad i can help you

Khozema Attar1 · ‎08-31-2018

In the inbound action (incident table) Script you could mention conditions as :

if(email.from.indexof("domain.com")

{

current.assignment_group=sys_id of the group or you can create a system property with the sys id of the group and call that system property here using gs.getProperty("property name");

}

else

{

current.assignment_group=some other group

}

Thanks,

Khozema