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Found 2 results

  1. Hi, I am struggling to get the correct syntax relating to email routing rules. I have a few basic ones created and working, and it has just occurred to me that new tickets are being updated and created because I am not filtering out "out of the office" automated emails. I have taken the main rule [simply fromAddress != "x@y.co.uk"] that most of my tickets get created by and tried the following with no luck. Initially my rule was: fromAddress != "x@y.co.uk" and subject != '%out of the office%' But this didn't work. After a while, I deleted the first part to see if I had made a mistake there and so my syntax is now just the subject filter. I have tried the following with and without the first section, I must be missing something obvious. subject NOT IN ('out of the office') subject NOT IN ('%out of the office%') subject NOT LIKE '%out of the office%' subject != '%out of the office%' subject != 'out of the office' I have tried replacing the ' with " and it seems to make no difference. For my test, I have been sending a email with just out of the office in the subject and then the expression as the body content just to make sure I am not making a silly typo. Once I get this working, I will have to put in some variables ie out of the office, out of office etc so something like: subject NOT IN ('%out of the office%', '%out of office%') Is anyone able to share how they filter out out of office emails? I have read the following: Wiki - Email Routing Rules, routing rules do not process emails, Routing rules do not raise requests from emails or apply emails to requests Thanks James
  2. Hi All, we don't understand why some email are not automatically processed while a routing rule is in place: is failing for example for this email (we are replying to the users from our mailbox adding into the subject the request reference INXXXXXXX):
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