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Business rule that reads text of email and updates custom object within an incident.

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edited May 18, 2016 8:55PM in System Admin and Configuration 2 comments

Content

Request

Please create a business rule for  handling new incoming tickets from [email protected]

I'm able to create the If > then rules based upon the email header, to adjust the following workspace fields, However, I am having difficulty writing a rule that will review ticket content and associate exchange to the CO$workspace.ws_ext_id field.

  - status = triaged

  - product = Archive Copy

  - category = Internal only/Ready to Burn

  - queue = Production management

  - severity = PS: Level 4

  - language = english

  - associate exchange using the info from the body of the email

 

SAMPLE EMAIL:

The OA below is extracted.

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