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Showing results for tags 'rule'.
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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
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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):