Is there a way to filter the Subject mail so that when the mail arrives it can filter the first prefix to get the correct service, subservice?
Example:
The title mail is: "[System][AI] An error was reported from the system."
The system will get [System] and [AI] and check in the service and subservice whether or not and will choose that Service. If title don't have prefix ([System], [AI]) so it will not log ticket.
Last edit: Edward 2020-08-31
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Currently, there is extension "Mail to ticket automation" and is it possible to adjust it or add fields to filter out service / subservice to log tickets?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Thanks Jeffrey,
Do you have a way to get prefix like this ([System][AI]), how to filter out each of these prefixes and map it with service and atrial subservice? I have seen the link you shared, it only supports to fix the known service / subservice, not in the Subject / Title prefix filter type?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Is there a way to filter the Subject mail so that when the mail arrives it can filter the first prefix to get the correct service, subservice?
Example:
The title mail is: "[System] [AI] An error was reported from the system."
The system will get [System] and [AI] and check in the service and subservice whether or not and will choose that Service. If title don't have prefix ([System], [AI]) so it will not log ticket.
Last edit: Edward 2020-08-31
Currently, there is extension "Mail to ticket automation" and is it possible to adjust it or add fields to filter out service / subservice to log tickets?
AFAIK, it can not be done with Combodo's Mail to Ticket Automation.
It can also not be done by default with my Mail to Ticket Automation fork; but you could easily add your own custom policy in it to do exactly what you described. :)
https://github.com/jbostoen/itop-jb-mail-to-ticket-automation-v2
Last edit: Jeffrey Bostoen 2020-08-31
Thanks Jeffrey,
Do you have a way to get prefix like this ([System] [AI]), how to filter out each of these prefixes and map it with service and atrial subservice? I have seen the link you shared, it only supports to fix the known service / subservice, not in the Subject / Title prefix filter type?
You could implement a new "policy" which does what you want, with minimal effort. :)