### Rules for creating ticket by mail

Rules for creating ticket by mail easier to explain with an example. Suppose you have set up the rules table as in the example below:

The first rule means that if in subject of mail (parametr "Search context") system find one of the keyword "Lotus","Exchange" or "Outlook", then ticket will be created on "Service mail" without type, without category, with status "Open" and priority "Normal".

The second rule means that if in subject of mail or in context system find one of the keyword "Word" or "Excel" while the creator (define on Email) from department "Bookkeeping" then ticket will be created on service "Office", with type "Incident", with categories "Word" and "Excel", with status "In progress" and priority in accordance with the priority of mail.

If the mail meets once a few rules that will be used generally with higher weight.