mail.received automation events can react to received messages after they are appended to a ticket. For instance, sending an auto-reply confirmation to new tickets.

Placeholders

The automation event dictionary starts with the following values:

Key	Type	Notes
`is_new_ticket`	bool	`true` if the message opened a new ticket, `false` if a reply to an existing ticket
`message_*`	record	The message record. Supports key expansion.

Outputs

(none)

Examples

Send an autoresponder when a new ticket is created:

start:
  record.create:
    output: new_draft
    inputs:
      record_type: draft
      fields:
        name: Auto-Response
        type: ticket.reply
        ticket_id: {{message_ticket_id}}
        is_queued: 1
        queue_delivery_date@date: 5 mins
        to: {{message_sender_address}}
        params:
          to: {{message_sender_address}}
          subject: [#{{message_ticket_mask}}] {{message_ticket_subject}}
          headers:
            In-Reply-To@optional: {{message_headers['in-reply-to']}}
            Auto-Submitted: auto-replied
          content: Thank you for contacting us. We will respond as soon as possible.

commands:
  record.create:
    deny/type@bool: {{inputs.record_type is not record type ('draft')}}
    allow@bool: yes

automation/autoreply:
  uri: cerb:automation:example.newticket.autoresponder
  disabled@bool:
    {{
      not is_new_ticket
      or not message_ticket_group_auto_responder_enabled
      or message_ticket_subject is pattern (
        '*out of the office*',
        '*out of office*',
        '*auto response*',
        '*autoreply*',
      )
    }}

```
message__context: message
message_id: 1
```