How priority should be moved to urgent (high priority ticket) and send an SMS notification to agents

[mania]

Hi,

If a customer sends an email with the subject "critical" or contains in the body of the email " critical", then the priority should be moved to urgent (high priority ticket) and send an SMS notification to agents.

Can anyone please help on this, It will be usefull.

Thanks!

[Mark Manders]

First: check if this is really something you want. Because an email containing the sentence "we had some issues of low criticality resolved yesterday" will update the ticket to urgent and alerts all users.

Next to that: check on your current setup. Emails can be processed through flow or inbound email scripts. Within there you need to add a condition to look for 'critical' and if there, move it to urgent.

Your SMS requirement needs some additional information. If you already have the functionality to send sms, it's a different help ask than if you haven't. 

[Dr Atul G- LNG]

@Mark Manders  on rocket speed. ... loving it.

[Dr Atul G- LNG]

Hi @mania 

There are 2 things

1. In inbound action you need to set the condition 

Subject contains xx

Body contains xxxx

Then

Set Impact =High

Urgency =High

2nd part , once incident get crated then in notification you need to set the SMS as well or you can use notify plugins.