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Found 5 results

  1. Hi, I've spotted something happening in our Instance that I cannot explain. We have this setting enabled in the Service Manager Settings... , however when an email reply is received where the sender is not the 'Customer', the email is not being attached to the Request. Where the sender IS the 'Customer', the email gets attached. If the sender is the 'Customer' but the "To:" field contains our email address AND another/other recipient/s, these emails are also not being attached to the Request (this may be down to the routing rule though - if anyone more knowledgeab
  2. Hi, So we are looking at configuring the Hornbill mailbox to auto-log tickets when an email is sent in. As this will be turned on for all emails coming in, we would like to be able to block/blacklist particular domain addresses so they would be actioned as emails and not auto-logged as tickets. Is there a configuration that can be done within Hornbill to achieve this? Regards Aykut
  3. Can the variables available in the Email Routing Rules be extended to include Importance and Sensitivity, in addition to the current supported ones? Cheers Martyn
  4. Relates to my earlier post below about overriding the default visibility for Email Routing Rule updates, it would be useful to be able to override the system setting on a rule by rule basis whether an update via the said rule will trigger an Sub Status Automatic update, asin our case for internal email we would not want it to do this, but for customer updates we would. Cheers Martyn
  5. Hi, All I have read through a few posts and can see Routing Rules may not be a finished article yet however i do have one setup and working (See RoomCheck.jpg) a script running on a server sends the mail each day. I replicated this for a website page review system (To automatically log users reviewing the page) (pagereview.jpg) only i used the expression subject='New Page Review' but it doesn't process the mail. I have looked at https://wiki.hornbill.com/index.php/Email_Routing_Rules and it does show me the regular expression types but does not give me any examples or other se
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