Avoid contact being created for some addresses

[travis]

Hi @DBachen ,

Thanks for posting!

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:

Processing Voice Mails into Autotask

Hi @Bret , The basic steps for your use-case are the same as @KeithTessler 's workflow, but you’ll first need to extract the phone number from the subject line of your email. Assuming the phone number in the subject is always at the end of the subject line, and is always 10 characters long, you can use this regular expression: /\s(?<area>\d{3})(?<prefix>\d{3})(?<suffix>\d{4})$/ You can see the regex in the sandbox tool I use: regex101: build, test, and debug regex This regex will extract 10…

Processing Voice Mails into Autotask, pt 2: Create ticket by Account Number (not Contact)

Ah, I had moved on from that because I missed the important subtext in the dropdown: “for each email attachment.” Was then distracted by not liking the idea of the .eml checkbox, and so I moved on. Works. Very cool.

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!