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

[AmishRanjan2]

Hi @rishabh31 ,

You can achieve this in multiple ways. 

1. If you have inbound action created for generating incident record out of the emails. You may put condition in the script to set category of incident to Network if email.origemail.toLowerCase()  == "me@mvrs.com".

2. If there is a user record existing in user table whose email id is me@mvrs.com, then create assignment rule on incident table and have condition like created by is that particular user whose email is me@mvrs.com and channel/ contact type is email if you are setting this field in inbound action and use script to set category to Network by adding line like current.category.setDisplayValue('Network');

I hope this would be helpful. Please mark helpful if it solves your purpose.