Parser Rules

New and Append Rules

• Available New Ticket Conditions
• Available New Ticket Actions
• Available Append Conditions
• Available Append Actions
• Email Parser Syntax Guidelines

 

The email parsing system in Revelation is based around configurable rules. You can specify whether a rule is for new ticket generation or existing ticket modification. Rules will be considered in the order shown on the screen (top to bottom). As soon as a rule is satisfied, the system will stop processing the email.

 

Revelation ships with three built-in rules which satisfy the basic needs for creating a new ticket, appending to an existing ticket and ignoring out of office emails. You can deactivate these rules but they cannot be deleted.

 

The existing rules can be easily reordered by dragging the rule to the new location in the list; any rule can be edited by clicking on the edit pencil button.

 

 

To turn an active rule inactive, click on the edit pencil and uncheck the Is Active box in the upper right of the Edit Rule screen. To reactivate, make sure the box is checked.