When you create a rule, you enter a name for the rule, specify rule attributes and select an action. The action determines what the system will do when it encounters a message that satisfies the attribute. A rule can have multiple attributes and multiple actions.
You must create a rule group for an e-mail queue before you can create a rule for that queue. See Adding rule groups.
NOTE: When you create a rule or rules that use a category, you will be able to see all categories in KANA Response, even if the category was created under a hidden department in KANA Mail.
In Content Administration:
Click Rules in the content browser.
In the Rules window, select the rule group in which you want to create a new rule. If you want create a subrule, expand the rule group and select the rule that will be the new rule's parent.
If the rule you are creating is a subrule, select the parent rule.
Click the Create a new entry icon in the toolbar.
Select an attribute:
Click the Attribute drop-down list.
Select an attribute from the list.
Complete the additional fields that appear after you select the attribute.
Click Add.
Select an action.
Click the Action drop-down list.
Select an action from the list.
Complete the additional fields that appear after you select the action.
Click Add.
NOTE: Filter Rules can have only the following actions: delete, label, mark as bounced, mark as bulk.
7. To add another attribute to this rule, click the New button in the Attributes section and repeat step 5. Select Match any or Match all. Select Match any to insert ORs between lines. Select Match all to insert ANDs between lines.
8. To add another action to this rule, click the New button in the Actions section and repeat step 6.
9. Repeat steps 7 and 8 as necessary.
10. Click the Save the changes made to this entry icon in the toolbar.
Learn about rules and rule groups.