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Hints for Creating Email Rules

Set rules for notifying users throughout your process.

Notify Based On Actions

Trigger emails based on actions such as adding, editing, processing via the Task operation, change of status or assignment.

Email Rule Triggers

For each rule, you can choose who will be notified, the subject line and an operation description, which is a quick explanation of the notification.

Sample Email Rule

Details for configuring rules can be found in the Online Help Guide.

Set Different Rules Based on a Pulldown

You can set up a different set of rules based on a pulldown. For example, if the rules are based on the Product field, you can have different content or actions triggering email notifications for each of your products.

Rules Based on Product

Perhaps you have a new product and upper management wants to keep a close eye on the issues being reported for this product. You can set the Based On property to be "Product" and add a user group to be notified when issues are added for this product only. "<pulldown0>" is a variable that will include the product name in the email.

Add Rule Based on Product

Steps for setting the email rules to be based on a pulldown can be found in the Email Rules section of the Online Help Guide.

Include Record Details in the Email

There are variables you can use in the email content to include specific details from the record. For instance, if a notification is being sent because a record was re-assigned, you can include the name of the assignee in the subject line.

Email Rule with Variable

Use One Rule for Similar Actions

Sometimes one basic rule can be used for multiple actions. In this example, the reporter is notified for any action where the record will no longer be processed (e.g. the record was closed, deferred, marked as a duplicate of an existing issue, or included in a release). A single rule can handle all of these cases by setting up a state group called "Inactive". The <new status> variable in the Subject and Operation Description will fill in the appropriate state name in the email (Closed, Released, etc.).

Use a State Group

The Workflow States section of the Online Help Guide explains how to add a state group.