What is a simple way to Automate Different Request types by Key Words in the email?

Benjamin Richey

Ok.. let me explain.  We have left our email as an active way to create a ticket.  The issue I have is there is just one request type..  So every email comes in as General.  I have 8 specific request types and I would like to automatically assign the correct request type to a ticket that is created by email.  

So my thought was to somehow at ticket creation look for matching keywords.  If there is a match to one, assign the request type for that word match.  

Any help is appreciated.  I am open to completely different solutions as log as we do not have to manually set the request type.  

Mikael Sandberg

Yes, you can do this with automation. Just check the summary when a email request is created for specific keywords and then change the field request type to the corresponding request.

I have a similar automation that checks the summary field, and if it matches what we are looking for it triggers a JIT access request to Okta.