To auto assign category of an incident if that INC is created through a certain email

[rishabh31]

Dear Team,

We have a function which already placed in our instance that an Incident has been created through an email, let's say that email is me@mvrs.com through which the incident is created.

Now please help on how to auto-assign/set the Category to 'Network' of such Incidents that were created from the said email.

Thanks

[wndydngy]

Hi,

You can create an Business Rule that is run whenever an incident is inserted. 

Condition: Opened By/Caller.email = me@mvrs.com

In the script, you can populate the Category with 'Network'

Let me know if it helps. Thanks!

[rishabh31]

Hi @wndydngy ,

The is something related to Inbound Email Action (that is creating an Incident) but don't know how it should be auto-assign

Thanks

[wndydngy]

Hi @rishabh31 ,

If you are creating the incident from the Inbound Email Action, you can simply add the assigning of the category from there as well. You can just add a condition in the Inbound Email Action script that if the email.origemailcontains me@mvrs.com, then the Category = 'Network'

[Arun_S1]

@rishabh31 Please use the Assignment Rules to auto assign incidents to a group, rather than writing a custom code. Assignment rules are executed when the assignment group & assigned to fields are empty.

Note:- You can use the OOTB channel field to see if the incidents are created through email.

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