Rules to restrict certain emails from being created as tickets

Question

Hi Community,

We use JSM and have enabled the email channel to create tickets.

However, we don't want emails from a certain sender to be created into a ticket unless the subject has certain words.

Is this possible? If so, how do I go about it?

Thank you in advance.

Adolfo Casari · Answer

@Vinod KaliappanYou will need to create an automation rule (Issue created being the trigger) to handle that scenario and delete the emails from that reporter that don't pass the condition (using a regex with the summary).

Lisa Forstberg_o85gu4 · Answer

Hi!

You can create an automation to scan for the particular reporter and the unwanted summary and delete those tickets, alternatively resolve them automatically?

best regards

/Lisa

Jim Knepley - ReleaseTEAM · Answer

If it's OK for the unwanted emails from that sender to be dropped before arriving in the inbox, you could almost certainly work up an email filter with your email provider to delete them before the email puller can fetch them.