We currently have the Update Ticket and Create Ticket rules setup. In the Create Ticket, the flag for “If not existing contact exists in Autotask, create a new contact”. We then handle the additional cc’s with the Add all remail recipients to Ticket where it iterates overs the cc users, creates their contacts if needed, and then adds them as additional contacts. If we want to filter to prevent the cc users from being created, we have that in the “only perform this action” section of the step.
So here’s the problem. There is a voicemail notification system which sends its messages out from {phonenumber}@voicemaildomain.com… This means that every time a new voicemail comes in, it looks to be a unique contact, which is then created. This, in turn, causes internal workflows in AT to fire such as replying back thanking for the message, updates, etc.
I want to avoid those message from being created.
I think the solution is to uncheck the box which adds the contact (since I can’t filter that). Then duplicate the section which iterates over the cc and have it instead look at the “from” address and perform the create contact + assign it as the primary contract portion. That would allow me to put a filter on that step and avoid creating that contact in the first place.
I would recommend creating a new rule in your mailbox before the Update and Create rule. In the new rule, extract the phone number from the from-email address, search Autotask for a Contact and/or Account with that phone number, and then create the ticket associated to that Contact and Account. You won’t need to rely on the email address fields in Autotask at all, but will instead rely on the phone number fields.
There are a number of posts in the Community here that describe this process:
Alternatively, if you want to keep your current workflow but just not have the system create new contacts, you can clone your current rule and configure it to fire for any emails where the email.from.domain == voicemaildomain.com. In the cloned rule, disable contact creation.
Please let us know what questions you have after looking at those posts. I’ll be glad to help!
While I wasn’t looking specifically to extract or match the voicemail, those other threads were helpful to see how that might be handled. I think the better solution might be to have the two workflows… One which doesnt match the domain and one which does.
Since it’s entirely possible that we might ALSO get a real email from the domain. I think I’ll have a prestep first which regexs the subject or body for that pattern and identify it as a “voicemail” email and not something else. Then I only skip those messages in the flow and let the others proceed as normal.