<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Creating a new email rule</strong></span></p><p><span style="font-size: 11pt;"><strong>- Email rule types (including asset/user matching) </strong></span></p><p><span style="font-size: 11pt;"><strong>- Integration email rule types</strong></span></p><p><span style="font-size: 11pt;"><strong>- Setting email visibility using a rule</strong></span></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1800/" rel="noopener noreferrer" target="_blank"><strong>Email Rules</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Creating Email Rules<br></span></strong></p><p>In the Halo platform, you can set Email Rules to specify different outcomes based on criteria for emails that come into the system. There are several different types of Email Rules that you can use, which are configured via heading to Configuration > Email > Email Rules.+</p><p><br></p><p>You will then be presented with a list of the Email Rules that exist within Halo. You can create as many email rules as required and they are evaluated by the email processing service in Sequence order.</p><p data-pasted="true">To create a new Rule click "New" found at the top right-hand side of the screen:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzMzgxYzYxLWJkNzQtNGU1NS1iYjE2LTFhMzg5OTJjOTk3NCJ9.hqZcgDLXc0jT_gdMcVHtjWLLSmmekTuMiwZsmc8nZNE" class="fr-fic fr-fil fr-dib" width="1248" style="width: 1250px; height: 340.621px;" height="341"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 1. Email Rules</span></strong></p><p><br></p><p>You will then be taken to the New Email Rule screen where you can populate the information relevant to your new Email Rule.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMGZiMmYzLWI2OTAtNGNiNi1hNTM4LTg5YjAwYzk3NmM1YiJ9.FB-kqkVMIuf9O94bmQSV7lKkP0qSJ0d_9c2dE3iiX_s" class="fr-fic fr-fil fr-dib" width="1242" style="width: 1244px; height: 722.676px;" height="723"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 2. New Email Rule Screen</span></strong></p><p><br></p><p><strong>Email Rule Type</strong> - Determines what happens to emails that match this rule. We will outline each type in the "Email Rule Types" section of this guide.</p><p><strong>Sequence in lists</strong> - Controls the order in which the rule in checked. Lower sequence rules are checked first. Once a rule has matched no further rules will be checked so lower sequence rules will take priority.</p><p><strong>Don't Send Acknowledgement </strong>- When enabled, if the email logs a new ticket a 'New Ticket Logged' acknowledgement email will not be sent to the user. </p><p><strong>Always create a new Ticket</strong> - When enabled, emails that match this rule will always log a new ticket rather than match on/update an existing ticket. Allowing you to force new ticket creating for selected emails. </p><p><br></p><p><span style="font-size: 11pt; color: rgb(0, 0, 0);">The email matching occurs in the "Matching" section of an email rule. This must be filled in with information to match onto, failing to match on anything will cause the rule to match and apply on every email.</span></p><ul><li style="font-size: 11pt; color: rgb(0, 0, 0);">From Address</li><li style="font-size: 11pt; color: rgb(0, 0, 0);">To Address</li><li style="font-size: 11pt; color: rgb(0, 0, 0);">Subject</li><li style="font-size: 11pt; color: rgb(0, 0, 0);">Body</li></ul><p><span style="font-size: 11pt; color: rgb(0, 0, 0);">The checkbox "Scan the full email body" can be enabled if you would like the whole email chain to be scanned for the matching criteria when a new email comes in. When disabled only the subject/body of the new email will be checked.</span></p><p><br></p><p><span style="font-size: 11pt; color: rgb(0, 0, 0);">You can also set the matching criteria to be based on an attachment name, rather than the email subject or body. To do this enable "Match on Attachment Name", then enter the match type and the name of the attachment you would like the rule to match to. </span><span style="color: rgb(0, 0, 0);"><br></span></p><p><span style="font-size: 14pt;"><br></span></p><p><strong><span style="font-size: 14pt;">Email Rule Types</span></strong></p><p>You will see an option to specify the 'Email Rule Type'. Below outlines what some of the core Email Rule types do:</p><p><br></p><p><strong><span style="font-size: 12pt;">Ignore Email</span></strong><span style="font-size: 12pt;"> </span></p><p>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. This is useful for filtering out spam and unwanted emails.</p><p><br></p><p><strong><span style="font-size: 12pt;">Help Request</span></strong><span style="font-size: 12pt;"> </span></p><p>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 ticket field mappings via clicking the "+ Add" button. </p><p><br></p><p><br></p><p><em><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1NTc0NTVmLTVlOWQtNGU2My05MGJmLTM2OTIyZjdiYWZkNyJ9.ibRN-DIpa8ZUKaEqJSF-lWzuIiMKNczQnua4I6sxBEs" class="fr-fic fr-fil fr-dib" width="1080" style="width: 1082px; height: 300.891px;" height="301"></em></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 3. Field Mappings</span></strong></p><p><br></p><p>Here you can set the Field in Halo to populate with the details, the match type, and the value.</p><p>If "Search for value between tags" is selected as the match type, a start and end tag can be specified. These tags will be identified within the email allowing the value to be taken from between the tags and used to populate the field. </p><p>If "Set value if specific text is found" is selected as the match type, you will need to specify a string to search for in the summary of the email, and a value to set in the field if it is identified. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM1NDFkZDYxLTFlYTMtNGNmMS1hYjA0LWZmYWJiZTc2MTNmMSJ9.GPvstSPypeA2a0T-TCRkrMm07aAXJmsMBJApC8MYxIE" class="fr-fic fr-dii"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Field mappings for Email Rules</span></strong></p><p><br></p><p><strong><em>Note: The values used to populate the field must exist within the system, and must be allowed as values for the specified field.<br></em></strong></p><p><br></p><p>The below example outlines how start and end tags can be used to match the Category "Account Administration", and to populate the "CFfurtherinfo" field. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ0YTY4MWQ3LWU0YzMtNDc3NC1hMzY5LWQ5NjBjZWJhMjUyZiJ9.kBQ1c8DtXkgvrbd9kbdFfHvnzp_j4ajgR4EE7sXkmio" class="fr-fic fr-fil fr-dib" width="622" height="450"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Category Field mappings with start and end tags</span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0MWJjOGY4LTYyMjMtNGZiYi1iZmIzLTY4YWM0YjAyOGQwYSJ9.Ytse922iiZWF2TtjKZ2YKaVV6cGHaZClhw1RZ5kSXRE" class="fr-fic fr-fil fr-dib" width="635" style="width: 637px; height: 458.974px;" height="459"></span></strong><strong><span style="font-size: 10pt;">Fig 6. Custom Field mapping with start and end tags</span></strong></p><p><br></p><p>Within the email the string "[Account Administration]" must be present for the value to be applied to the Category field. For the CFfurtherinfo field to populate, the content must be between the tags "Further info:", and ".".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyODg4NmNiLTM5MmMtNGFlYy1hZmM2LTcyMWRiMGMxYWMxOSJ9.Xk1gqo4wenGFHiMW5kSnfqDVVw3uoFJaiQ7LZUhEWvA" class="fr-fic fr-fil fr-dib" width="902" height="532"></p><p><strong><span style="font-size: 10pt;">Fig 7. Start and end tags in an email</span></strong></p><p><br></p><p>Now when the ticket is logged from this email the category field will populate with "Account Administration", and the CFfurtherinfo field will populate with "Since Tuesday we have been experiencing issues with accessing our account. Every time we try to log in we get a 500 error".</p><p><br></p><p><br></p><p><br></p><p>You can also specify Asset Matching for this Email Rule type, which works in a similar fashion to the field mappings:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlMGNhMjkzLTg1MzktNGE1MC04YjEwLTk1MWQyOGUxZGJhZSJ9.6Dw0LUA8vYIFNKorqPM-00BNu9krfd4nGISNIKVxyGs" class="fr-fic fr-fil fr-dib" width="661" height="551"></p><p><strong><span style="font-size: 10pt;">Fig 8. Asset matching in Email Rules</span></strong></p><p><br></p><p>When matching onto assets in Halo by tag, you must specify a start and end tag. The asset matching email rules do not need to be created per asset. The values set on emails will be what the system matches on. For example if your email comes in and has a string in the body such as </p><ul><li>Asset Number[BC-WS-1]</li></ul><p>and that also matches onto an asset in your Halo as it is the Asset Tag (Also referred to as Asset Number) , you could set the asset matching to be like this:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3YTdlODY2LTRkMDItNDUwOS05MjczLTcxNGJhYzE4NjJmOCJ9.ZW3yayXlM8t-tYST38uequm1krF2Ugfmnro7ojQZMzU" class="fr-fic fr-fil fr-dib" width="515" height="557"></p><p><strong><span style="font-size: 10pt;">Fig 9. Asset matching setup </span></strong></p><p><br></p><p id="isPasted">If you have an email body come in that contains i.e. an asset field of Type: Asset, you can also match on this (Asset fields are created within Configuration > Asset Management > Fields). Say the asset field is called: "Uniquely Identifying Number" we can match onto it. In this example we will match onto it using the Match Type "End of line (CR)" this refers to the value given after the start tag and before the next line break.</p><p><br></p><p>The email body contains:</p><p>UIN:134264368 (where there is a line break after the 8)</p><p>Therefore the email rule will be configured this way:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NDgwYTcxLTZiOWYtNDY4OC05NWJjLTcyMWE1OGUyNjAxMyJ9.VRxEybDrnnk5JCa15TbAUWoKiwQwvgkW8BJPUu2plo8" class="fr-fic fr-fil fr-dib" width="497" height="486"></p><p><strong><span style="font-size: 10pt;">Fig 9. Asset matching setup using a unique identifier field </span></strong></p><p><br></p><p>The same can be done for user fields to help match onto users.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2OGJmZjc3LWE0ZmUtNGVhYS05OWIyLWNjZWY5YTgyOGZhMCJ9.FDO58zArdHXzu_W8-e7tXh1CO80Yp9zsfe2hraOyWFM" class="fr-fic fr-fil fr-dib" width="434" height="436"></p><p><strong><span style="font-size: 10pt;">Fig 10. User matching</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Service Status</span></strong><span style="font-size: 12pt;"><strong> </strong></span></p><p>This Email Rule allows for the <a href="https://usehalo.com/haloitsm/guides/2281/" rel="noopener noreferrer" target="_blank">service status monitoring</a> via incoming alert emails.</p><p><br></p><p><span style="font-size: 12pt;"><strong>Formatted Email</strong></span></p><p>This rule will log a ticket based on the Formatted Email mappings found under Configuration > Email > General Settings > Formatted Emails.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Supplier Email Update </span></strong></p><p>This option is no longer required, as the system can match onto suppliers based off of the native config of suppliers.</p><p><br></p><p><strong><span style="font-size: 12pt;">Alert via Email </span></strong></p><p>Halo also allows for incoming alert emails from 3rd parties to raise and update tickets. The 'Alert Email' Rule allows for tickets of a specified type to be raised, fields to be matched and also allows for tickets to be closed based on the presence of a string in the email.</p><p><br></p><p><strong><em>Note: Asset matching must be configured on the Email Rules for this setting to work.</em></strong></p><p><br></p><p id="isPasted"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYmNiNzI4LTFlM2UtNDg2Yy04Y2ZiLWI0N2Q0OGI0ODg0MyJ9.8Sgk2YVRfwqj4EHjUWf4krgkXNSIu-mPdWi3UMVVncw" class="fr-fic fr-fil fr-dib" width="826" style="width: 828px; height: 441.171px;" height="441"></p><p><strong><span style="font-size: 10pt;">Fig 11. Closure string for Alert-type Email Rules</span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Asset Update Via CSV</strong></span></p><p><span style="font-size: 11pt;">This rule will find, save and use the attached CSV file from an email to update assets. The file must be in the correct format in order to complete the import. </span></p><p><br></p><p><span style="font-size: 11pt;"><span style="font-size: 11pt;" data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true">For more information on how to import using a CSV file see our guide on </span></span></span></span></span></span><a href="https://usehalo.com/haloitsm/guides/1281"><strong>Asset Imports – CSV/XLS/Spreadsheet Method</strong></a>.</p><p><br></p><p data-pasted="true"><span style="font-size: 12pt;"><strong>Client/Site Import Via CSV</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;">This rule will find, save and use the attached CSV file for a scheduled import of clients and sites. <span style="font-size: 11pt;" data-pasted="true">The file must be in the correct format in order to complete the import. </span></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Phone Number in Subject </strong></span></p><p data-pasted="true">This rule will identify and match a user based on the phone number in the subject. This must be an exact match to the number as it is stored in Halo. </p><p><br></p><p><strong><em><span style="font-size: 11pt;">Note: If the phone number is stored in Halo with a country code this will need to included.</span></em></strong></p><p><br></p><p><span style="font-size: 11pt;">You will have the option to specify start/end tags to look for the number between, rather than all digits in the email being checked. Useful when multiple numbers may be in a single email. To use tags enable "Use start and end tags to match onto a phone number in the email subject", then enter the start and end tag the phone number will be contained between. </span></p><p><strong><em><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2ZDVmMWJmLTNiNGItNGRmYy1hMGRjLTBiOGVmNTA2MTZiYyJ9.8gXqqjHn7zsvsZqLCKHfn9sDXdAc6DtCBiLvMhEXLuk" class="fr-fic fr-fil fr-dib" width="611" height="261"></span></em></strong></p><p><strong><span style="font-size: 10pt;">Fig 12. Start and end tags for Phone Number Matching</span></strong></p><p><strong><em><br></em></strong></p><p>Now, only numbers between these tags will be used to match a user to the ticket. If a phone number is found that is not contained within these specified tags, the number will be ignored.</p><p><strong><em><br></em></strong></p><p><strong><span style="font-size: 12pt;">Apply Template </span></strong></p><p>It should also be noted that Halo provides the ability to have incoming emails raise a ticket with a given template. This is configured by using this email rule and selecting the template you would like to use.</p><p><br></p><p><span style="font-size: 12pt;"><strong>User Import Via CSV</strong></span></p><p data-pasted="true"><span style="font-size: 12pt;"><span style="font-size: 11pt;" data-pasted="true">This rule will find, save and u<span style="font-size: 12pt;" data-pasted="true"><span style="font-size: 11pt;" data-pasted="true">se the attached CSV file for a scheduled import of</span></span> users. <span style="font-size: 11pt;" data-pasted="true">The file must be in the correct format in order to complete the import. </span></span></span></p><p><br></p><p><span style="font-size: 11pt;" data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true">For more information on importing Users using a CSV file see our guide on </span></span></span></span><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2678"><strong>Creating Users</strong></a></span></span></span></span><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true">.</span></span></span></span></span></p><p><br></p><p><span style="font-size: 12pt;"><span data-pasted="true"><strong>Custom Table Import Via CSV</strong></span></span></p><p data-pasted="true"><span style="font-size: 12pt;"><span style="font-size: 11pt;" data-pasted="true">This rule will find, save and use the attached CSV file for a scheduled import data into a Custom Table<span style="font-size: 11pt;" data-pasted="true"><span data-pasted="true">. <span style="font-size: 11pt;" data-pasted="true">The file must be in the correct format in order to complete the import. </span></span></span></span></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true">For more information on this see our guide on </span></span></span></span><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><a href="https://usehalo.com/haloitsm/guides/2380"><strong>Custom Table Imports via Email and CSV – Scheduled Imports</strong></a></span></span></span></span><span data-pasted="true"><span data-pasted="true"><span data-pasted="true"><span data-pasted="true">.</span></span></span></span></span></p><p><br></p><p><strong><span style="font-size: 12pt;">Check Ticket Details</span></strong></p><p><span style="font-size: 11pt;">This email rule type can be used to have an automatic email sent back out to the user when the criteria in this rule is met. This is used to provide users with automatic ticket updates when they email in requesting an update on a particular ticket. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">For information on how to use and configure this functionality see our guide on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2374/" id="isPasted" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><strong>Automatic Ticket Updates via Email</strong></a> here. </span></p><p><br></p><p><strong><span style="font-size: 14pt;">Email Rule types for integrations<br></span></strong></p><p><strong>Halo has specific alert email rule types for:</strong></p><ul><li>N-Able N-Central</li><li>SCOM</li><li>Datto RMM</li><li>Ninja RMM</li><li>Huntress</li></ul><p><strong>ConnectWise Automate </strong>- Used to have an alert email rule type, the integration now has inbuilt functionality for setting up alerts.</p><p><br></p><p>For further information on configuring these integrations and their associated alerts, please visit the respective guides:</p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1096/" rel="noopener noreferrer" target="_blank"><strong>N-Able N-Central Integration</strong></a></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1166/" rel="noopener noreferrer" target="_blank">SCOM Integration</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1084/" rel="noopener noreferrer" target="_blank">Datto RMM Integration</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1222/" rel="noopener noreferrer" target="_blank">Ninja RMM Integration (API v2)</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1047/" rel="noopener noreferrer" target="_blank"><strong>Ninja RMM Integration (API v1 Legacy)</strong></a></li></ul><p><strong><span style="font-size: 14pt;">Visibility</span></strong></p><p>The visibility of emails can also be set at the email rule level. If you wish to have the first user email come in as a private email (This will mean no users can see the action), you can tick on this check box for certain email rules:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjlmMmY1MDZjLTkxMTYtNDE4Yi05OGJhLTlmODA2MDYzZDQ3NSJ9.VGt9vVQWUJtVpBxp2kvo3kjHYhbxHF4EfbYrXTTgD3w" class="fr-fic fr-fil fr-dib" width="630" height="162"></p><p><strong><span style="font-size: 10pt;">Fig 13. Mark emails as Private</span></strong></p><p><br></p><p>Email rules are config change tracked. This additionally allows changes to them to be synced between production and UAT environments.</p>
