Overview

Sender Rules - It's now possible to control who can Create / Update Tickets via email based on either a Pattern or Expression.

Sender Rules combine with the options configured on the mailbox in the following way:

If no sender rules are configured, or none match, the value configured on the mailbox will be used. If one or more sender rules matches, the allowed options will override the setting on the mailbox. If multiple sender rules are matched, the most permissive option will be allowed

This feature is useful, for example, if only certain callers should be able to log tickets via email.

Guidance

Navigate to the Admin Area > Integration & API > Email to Ticket > Sender Rules

To Add a Sender Rule:

- Click Add

- Enter the Pattern Value or select "Expression" to filter out selected details

On the actions tab Select Enabled, choose if the sender rule should be able to create, update or create and update tickets and a response email if required

- Click Save

To Edit a Sender Rule:

- Tick the box of the item you wish to edit

- Click Edit

Make the changes

- Click Save

To Delete a Sender Rule:

- Tick the box of the item you wish to delete

- Click Delete

- Click OK to confirm the action

Please Note: If creating an Expression with Caller Email a Caller will need to be created in Vivantio

Reviewed: 08 March 2023

Updated on Tuesday, April 2, 2024