This guide helps you set up a workflow for emails or notes containing any word after a hashtag. All the examples in this series are customizable to your needs. To learn about all the features in the workflow tab refer to this guide
Pre-requisite
Admin permission to create workflows in your PSA.
Setup
- Navigate to Admin > Business Process > Workflow > New
- Create a new workflow using this guide and save it.
Triggers
- Set up a trigger for this action. Refer to the workflow guide to understand more about action owners.
- For this guide, we will assume that an email with #serverdown in the body is sent to your parser for an existing ticket.
- This is considered as a new note added by Client
- The corresponding field is Activity Details.
- Activity Added By : Clients/Anyone
Conditions
- In the conditions tab, for Activity Details
- The content of the email or the manually added note in the UI will trigger this workflow.
Usage
- For our example, if the email coming into the parser has #serverdown in its body with message-id or ticket number in the subject line to add a note to the correct ticket. or both in the subject line this workflow will be triggered.
- Refer to this guide to learn more about message threading.
- This workflow can be used on internal notes as well.
- Use different keywords to meet any specific needs.
- You can change the triggers or add multiple ticket or account conditions as you please
- Notification or updates can be set according to your needs.
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