Implementing Policy › Email Administration › Mailbox Rules › Mailbox Rule Actions

Mailbox Rule Actions

Mailbox rules let you perform any of the following email actions:

• Ignore Email—Does not process the email and does not reply.

  This action is useful for system-level messages such as Out of Office or Mail Delivery errors.

• Ignore Email and Reply—Does not process the email, and replies to the sender. Response emails use the reply success messages and the reply failure messages are ignored.
• Update Object—Uses the filter string to determine the object identifier (for example, %Incident:{{object_id}}% in the email), and sends an update request to the Text API. If the object identifier is not found, the Text API does nothing.

  This action typically handles email replies where the object identifier is embedded in the email. If no object identifier is present, the failure response message is typically sent.

• Create/Update Object—Uses the filter string to determine the object identifier (for example, %Incident:{{object_id}}% in the email), and sends an update request to the Text API. If the object identifier is found, the Text API updates a ticket. If the object identifier is not found, the Text API creates a ticket.

  This action is the standard behavior of the mail daemon (Mail Eater) in which the email does or does not contain Text API keywords.

Note: For information about configuring mailbox rules, see the Online Help.