Automatic processing rules can change ticket attributes if certain conditions are met. For example, you can put a High priority on messages from a specific client or containing the word "urgent". Or move the ticket to another project if an email came from a particular client or domain.
To manage these rules, go to Administration -> Plugins, find Redmine Helpdesk plugin and press Configure. Go to the Email rules tab.
To create a new one, press . First, specify whether the rule would be applied to Incoming or Outgoing messages. Checking Manually will cause an additional button to appear with which to apply the rule.
- Conditions (at least one, must be met for the rule to apply) and
- Actions (at least one, what to do in those cases).
A Condition is a check on:
- the Message type, whether it is an initial message or a response in a chain;
- the message's Subject, Tags (only if ticket type is "answer"), From address or Body;
In Subject, you can also match a regular expression (regex). For example:
-
\d{6,}
matches any digit sequence with at least 5 digits, -hello[^\.]*redmine
matches any string of characters that begins withhello
, ends withredmine
and does not have a.
inbetween. - the Contact who sent/will receive the message or the Tags thеreof. Multiple Contact tags can be specified, separated by a
,
(comma).
An Action is a change on:
- the ticket's Assignee, Issue status, Priority or Tags; If the ticket's status is already as it is to be set the action will not be performed.
- the Contact tags of the sender/receiver contact;
- the Project this ticket belongs to.
To make changes to an already existing rule, press .
To delete a rule, press .