I am using the JB Mail to Ticket Automation extension in iTop, and I am trying to prevent certain emails from creating tickets by configuring the "Undesired Title Patterns" feature. Here is my setup:
Behavior on Violation: Mark as Undesired / Temporarily keep the email
Regex Patterns I’m using: /^This ticket R-(\d{6}) has been updated - Thank you for your email\. Case (\d{8})$/
/^YOUR EMAIL HAS NOT BEEN SENT - (\d{8}) R-(\d{6})+ has resolved - Case Ref ID ref:([A-Za-z0-9.!]+):ref$/
Despite setting up these patterns, emails with subject lines that should match are still creating tickets. I’ve attached screenshots of my configuration and logs showing tickets being created with undesired subject lines.
Could someone confirm if the regex patterns are correct for this use case, or if there’s a specific configuration I might have missed in the JB Mail to Ticket Automation extension?
Hi everyone,
I am using the JB Mail to Ticket Automation extension in iTop, and I am trying to prevent certain emails from creating tickets by configuring the "Undesired Title Patterns" feature. Here is my setup:
Behavior on Violation: Mark as Undesired / Temporarily keep the email
Regex Patterns I’m using:
/^This ticket R-(\d{6}) has been updated - Thank you for your email\. Case (\d{8})$/ /^YOUR EMAIL HAS NOT BEEN SENT - (\d{8}) R-(\d{6})+ has resolved - Case Ref ID ref:([A-Za-z0-9.!]+):ref$/Despite setting up these patterns, emails with subject lines that should match are still creating tickets. I’ve attached screenshots of my configuration and logs showing tickets being created with undesired subject lines.
Could someone confirm if the regex patterns are correct for this use case, or if there’s a specific configuration I might have missed in the JB Mail to Ticket Automation extension?
Thank you for your help!
1) Do you see anything in the "Debug trace" regarding the processing of this email?
2) What version of the extension are you using?