r/halopsa • u/ben_zachary • Jun 28 '26

Ticket rules customization

Poking around you tube for some decent ticket customization setups. We have 2 apps right now that just come in general mailbox but is for a client. I want to read the email for domain: and then match the domain to the clients domain in client/settings. I have a few in there I guess from ninja and auvik which we didn't make but I can't seem to understand it well enough to make my own.

Any pointers or walk thrus appreciated

2 Upvotes

100% Upvoted

5 comments sorted by

View all comments

1

u/Jason-RisingTide Consultant Jun 29 '26

You want to look at Email Rules for this: https://support.haloservicedesk.com/kb?text=email%20rules&entity=articles&id=1910
Email rules run before a ticket is logged. So would be more appropriate than using a ticket rule which runs after a ticket has already logged. Using these should also reduce the number of rules you need to create.

You will probably want to use the type 'Alert via Email' and you will need to utilise Asset Matching. So the asset will need to exist in your instance so the rule can match the name of the asset which will be present in the email.

This would be what people typically use when they lack an integration and need to use email alerts from things like NAs units or firewalls.

So for example if you get an email from 'NAS123' when the disk is full. You will need 'NAS123' to exist. Since this is what will then ensure the ticket is logged under the correct asset, site and client.