Managing Projects → About Projects → Project Settings → Communications Page Settings → Creating Communication Rules
External communication provides a way for non-SBM users to submit items via e-mail and to communicate with SBM users on items that they have submitted.
You can create communication rules that are executed automatically in response to an external communication e-mail reply. For example, in a help desk scenario, you can create a rule that transitions the item back to the With Technician state when a reply from a non-SBM user is received.
To create a new external communication rule:
Select the Show e-mail fields check box to map e-mail fields to SBM fields. For example, you can map the Body field in the e-mail reply to your Description field in SBM. As you map fields, you can use a combination of values by selecting the check box to use e-mail fields or clearing the check box to use SBM field values.
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