New and Append Rules

There are two types of rule – New Ticket & Append.

 

The New Ticket rule will scan an email looking for criteria to justify logging a new ticket. An Append rule will scan an email looking for criteria it can match to an existing ticket to justify appending the email.

 

Because the rules are activated in top / down order, it is recommended you put your append rules on the top of the list so all opportunities to append are exhausted before Revelation starts looking for criteria to log a new ticket.

 

A parser rule is comprised of:

• a unique name
• a type (New Ticket or Append)
• an active or inactive setting
• one or more conditions
• one or more actions