Smart automation rules

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 with hello,
  ends with redmine 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 .

FAQ: What is the Stop handling action about? In this case, the Helpdesk doesn't apply any rules below it.