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Found 2 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. Afternoon, We have a 3rd party printer support contract with Xerox, so I have created a BPM and Pro cap that creates a email to Xerox with the iformation they need, Xerox then reply to the email with our reference number in the subject box of the email, these should then pull into the relevant call and update. However they are not doing this... as you can see from the screenshot - the subject clearly has the correct Call ref in it: as you can see from the timeline of the call...no email has pulled in: This is the routing rule I am using: Can anyone advise?
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