Manage multiple filters in an inbound email action

Use process ordering and the stop_processing command to manage multiple filters in inbound email actions.

Before you begin

Role required: admin

About this task

In this example, you can create new problem records when prb: appears in the subject line and new change requests when chg: appears in the subject line. All other emails are used to create an incident. The actions are set up as follows:

Procedure

  1. Create an action with a condition of Subject > starts with > chg: and the event.state="stop_processing"; command appended to the script.
  2. Assign this action an Order value of 100.
  3. Create an action with a condition of Subject > starts with > prb: and the event.state="stop_processing"; command appended to the script.
  4. Assign this action an Order value of 200.
  5. Create an action for incident with no conditions and an Order value of 300.

    It is not necessary to add the stop_processing command to the script for the incident action unless you want processing to stop at this rule to avoid continuing to another action.

Result

If either a change request or a problem is created, the stop_processing command stops processing, and no incident record is created. If neither a change request nor a problem is created, the inbound email action for incident creates a record.