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How to differentiate system generated emails and user created emails that are created as email req?

Hi All,

Is there a way to differentiate system-generated emails and user-created emails when issues are created via an email?

We want those system-generated emails to be then considered as P4 priority and the user-created emails as P3 priority.

Any ideas?

Thanks

1 answer

0 votes
Jack Brickey Community Leader Apr 28, 2022

So I assume that your systems are configured as customers just like real people customers, correct?

assuming so one option would be to use Automation something like this …

trigger - issue created

Condition – email channel

Condition - check that reporter is one of the system users

action - add label 

if that is an option you would wish to pursue and need some assistance on please let me know.

Jack Brickey Community Leader Apr 28, 2022

Another thought just occurred to me. What if you were to add the system users into a different organization ?

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