[Multiple Routing Rules]

Great, thanks for both of your replies. I will give this a try.

One question on the routing rule templates, what is the best practice here as I won't know if the new incoming email is an incident or service request?

[Multiple Routing Rules]

Hi,

I've just started a new job and have been tasked with setting up email routing rules (at the moment the techs are going into the inbox to either raise or apply the request manually).

I'm a bit confused to how many rules I need - does there need to be a separate one for raisenewrequest, logorupdateincident and logorupdateservice request?

I have tried the below as a test, but it hasn't had any effect:

 

I've had a look around the forum, but not been able to see a definitive answer so any help would be greatly appreciated!