Configuration > Email > Email Rules
Check out the Academy Guides on our Support Portal for more information on Email Rules, the same guide can be found on the HaloPSA Academy:
Table View
| Field | Type | Description |
| Sequence | Header | The sequence associated with the Email Rule. This dictates it's position in lists. |
| Name | Header | The name of the Email Rule, as it displays in lists. |
| Type | Header | The type of email rule, these are preset and have different behaviours. |
Edit / New Rule
| Field | Type | Description |
| Email Rule Name | Free Text | The name of the Email Rule, as it appears in lists. |
| Email Rule Type | Single Select | Dictates the behaviour of the outcome of this rule, and will produce different fields as below; |
| Sequence in lists | Integer | This number dictates where the Email Rule will appear in a list. Higher values cause the rule to be higher up in the list. Should two or more rules have the same sequence, they will be sorted alphabetically. |
| Don't Send Acknowledgement | Checkbox | *Incoming Service Only* When enabled, this email rule will not send an acknowledgement to the end-user. |
| Mailbox | Single Select | The rule will only apply if the Email comes into the selected mailbox. |
| From | Free Text | The rule will only apply if the Email comes from an email matching this address. Should "Exact Match" be checked, then the email must be identical, if not; the address will only need to have that value within it somewhere. |
| To | Free Text | The rule will only apply if the Email has this address in the To field. Should "Exact Match" be checked, then the email must be identical, if not; the address will only need to have that value within it somewhere. |
| Match CC and BCC addresses | Checkbox | If this is checked, the From and To criteria will also check the CC and BCC fields for these values. |
| Email Subject | Free Text | The rule will only apply if the Email has this value somewhere in it's subject |
| Email Body | Free Text | The rule will only apply if the Email has this value somewhere in it's body. |
| Scan the full email body | Checkbox | When checked, the whole email chain will be checked for the matching criteria when a new email comes in. When disabled, only the new email will be checked for criteria. |
| Match on Attachment Name | Checkbox | When checked, two more fields will appear. One is for the "Match Type", which specifies the relationship between the given value and the Attachment's name to match on. The second is the said value, the rule will only apply should this be matched. |
Ignore Email – Any incoming email that matches the specified criteria will be ignored by the system. Meaning that if no criteria is set, then all emails will be ignored.
Help Request – This Rule allows for information from incoming emails to be mapped to existing fields within Halo, along with specifying a ticket type for tickets raised via these emails. Once a ticket type has been specified, you will be able to create field mappings via clicking the '+' highlighted:
| Field | Type | Description |
| Ticket Type | Single Select | This determines the type of Ticket that is logged when the rule is matched. |
| Field Mappings | List | This is a list of fields to which information from the Email will be matched to. The information can be distinguished by looking between preset tags, or setting a value should a certain string of text be found. |
| Asset Matching – Match Type | Single Select | Determines how Assets will be matched to the logged Ticket should there be one mentioned in the Email. To Match on Asset Tag in Email Body will require some additional fields to be completed which define how this value is found. |
| Field name to match on | Single Select | The field that should be populated, should the emails tag match the field, i.e. you could match onto the value of an asset tag(number) from the values found in the incoming email. |
| Don't override the From email address on the Ticket | Checkbox | When checked, if the matched user has a different email to the from address on the incoming email, the from address will not be overridden by the email against the user's account. |
| Start tag | Text | The tag used to identify the beginning of the field you are trying to match on i.e. Agent[{VALUE} where "Agent[" would be the start tag. |
| Match type | Single Select | The end tag option will use the value found between the start and end tag, refer to the email rules guide for more information. Using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break. The length option will look for a specified length to be found after the start tag value. |
| End tag | Text | The part of the tag which represents the end of the value to match on i.e. {VALUE}] where "]" would represent the end email tag to input. |
| Length | Integer | The number of characters that should be found after the stat tag of the email rule. |
| Default Ticket User to User of incoming email instead of Asset User | Checkbox | When checked, the ticket will be matched on Email address to an existing User, instead of matching on the Asset which may be assigned to a User. |
| User Matching | Section | These options allow you to set search criteria for the content of the email using a start tag and a selection of either end tag, string length, or a line break. This content will then map to a selected field. |
| Start tag | Text | The tag used to identify the beginning of the field you are trying to match on i.e. Agent[{VALUE} where "Agent[" would be the start tag. |
| Match type | Single Select | The end tag option will use the value found between the start and end tag, refer to the email rules guide for more information. Using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break. The length option will look for a specified length to be found after the start tag value. |
| End tag | Text | The part of the tag which represents the end of the value to match on i.e. {VALUE}] where "]" would represent the end email tag to input. |
| Length | Integer | The number of characters that should be found after the stat tag of the email rule. |
| Phone Number Matching | Section | These options allow you to set search criteria for the content of the email using a start tag and a selection of either end tag, string length, or a line break. This content will then be mapped to a Phone Number field against the ticket. |
| Start tag | Text | The tag used to identify the beginning of the field you are trying to match on i.e. Agent[{VALUE} where "Agent[" would be the start tag. |
| Match type | Single Select | The end tag option will use the value found between the start and end tag, refer to the email rules guide for more information. Using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break. The length option will look for a specified length to be found after the start tag value. |
| End tag | Text | The part of the tag which represents the end of the value to match on i.e. {VALUE}] where "]" would represent the end email tag to input. |
| Length | Integer | The number of characters that should be found after the stat tag of the email rule. |
| Actions are Private | Checkbox | If enabled, emails that match this rule, once they have created a ticket, will be stored as an action on the ticket, but the action will be hidden from the End-User. |
Service Status – This will add the rule to a list of those that can be matched against to set up a Service Status Alert.
Formatted Email – This will log a ticket according to the Formatted Email setup
Supplier Email Update – This will match to an existing supplier ticket should the additional criteria be met
| Field | Type | Description |
| Supplier | Section | These options allow you to set search criteria for the content of the email using a start tag and a selection of either end tag, string length, or a line break. This content will then be mapped to a designated field to identify the Supplier ticket. |
Alert via Email – This is used for processing 3rd party alerts, and can automatically close these if required
| Field | Type | Description |
| Ticket Type | Single Select | The Alert coming in will create a Ticket with the selected type. |
| Field Mappings | List | This is a list of fields to which information from the Email will be matched to. The information can be distinguished by looking between preset tags, or setting a value should a certain string of text be found. |
| Asset Matching – Match Type | Single Select | Determines how Assets will be matched to the logged Ticket should there be one mentioned in the Email. To Match on Asset Tag in Email Body will require some additional fields to be completed which define how this value is found. |
| Default Ticket User to User incoming email instead of Asset User | Checkbox | When checked, the ticket will be matched on Email address to an existing User, instead of matching on the Asset which may be assigned to a User. |
| Actions are private | Checkbox | If enabled, emails that match this rule, once they have created a ticket, will be stored as an action on the ticket, but the action will be hidden from the End-User. |
| Ticket Closure String | Free Text | Should the email contain this string anywhere in it's subject or body, the ticket will be instantly closed after creation. |
| Automatically close Tickets regardless of the assigned Agent | Checkbox | |
| Ticket's Read Status | Single Select |
Halo has specific alert email rule types for:
- N-Central
- Datto RMM
- SCOM
- Ninja RMM
