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The link below gives a better understanding on Contracts.http://www.manageengine.com/products/support-center/help/adminguide/contracts/contracts.html
When a new email request arrives in the system, the system will check the criteria defined in the business rules. If any criteria matches the business rules,then it will automatically get applied to the request.
Here is the schematic flow,
Email Request >> Check Criteria >> Apply rules and create tickets.
The link given below is a guide for creating business rules,http://www.manageengine.com/products/support-center/help/adminguide/configurations/helpdesk/configuring-business-rules.html Back to Questions