+2Hi,
We have a device that on error will send out an alert via email. We have it set to email our ticketing and using the rule “Approve ticket creation from email”.
It will often send multiple emails on a error.
Is there a way to set the filter whereby if multiple emails come in from the same address on the same day it will either not approve the ticket creation or add to the existing open ticket created prior the same day?
Good morning
There are currently conditional filters which can match on the sender email (From Email) and Date ranges, but there isn’t currently logic implemented to determine the frequency of a particular ticket/ submission.
Within the Rules engine, we could explore some alternative conditioning to attempt to limit the amount of tickets generated. Depending on the format of the error emails, you all could use Subject and Body content conditioning to filter down on the specific emails you’d like to generate tickets. Alternatively, I’d recommend evaluating your source system settings and adjusting the error email frequency, if possible.
Please let me know if you have any questions about any of these suggestions or our Rules engine, I’ll be happy to assist. As always, thank you for choosing iiQ!
Best regards,
James
Tier 2 Technical Support Specialist
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