In our service desk project, we have 3 issue security levels, say A,B,C corresponding to tickets from locations A,B,C respectively. We need to set issue security levels based on the email request from customer to the Service desk. Like say, either the email id of the customer is identified to be from a particular location and issue security level is set accordingly. Or, any keyword from the mail body suggesting the location(A,B,C) should be identified and issue security level should be set accordingly. Can we use JETI/Email this issue or scriptrunner etc to serve the purpose? If so, how do we set field rules in JETI for this requirement? Please suggest.
Hi @SWATHI RS
With the field rules of JETI it is possible te set a security level.
See there documentation on https://metainf.atlassian.net/wiki/spaces/PLUG/pages/66093130/Field+Rules
Security level is a supported field.
I don't wich regular expression you must use to identify.
is a example.
Thanks for the response. We have one dedicated mailbox and we have defined mail handler for our service desk project and we are getting mails from three different locations. All users have same domain in their email id, which makes it difficult to define the rule on the basis of mail id. Could you please suggest any other method ?
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