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    Michael Bishop
    Business rule that reads text of email and updates custom...
    Topic posted May 18, 2016 by Michael BishopRed Ribbon: 250+ Points 
    78 Views, 2 Comments
    Title:
    Business rule that reads text of email and updates custom object within an incident.
    Content:

    Request

    Please create a business rule for  handling new incoming tickets from XXXX@XXXX.com.

    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.
    Computer Name: UK London Prod
    D:\xxxxxxxxxxxxxxxxxx
    Please burn it on Hard Drive.
    Exchange name: Project XXXXXX
    Exchange ID: 2582515
    Quantity: 1
     
    Version:
    February 2015

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