yelyah.nodrog Posted October 26, 2017 Posted October 26, 2017 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? Hayley.
Victor Posted October 26, 2017 Posted October 26, 2017 @yelyah.nodrog try this operation - screenshot - instead of "Update Request" (I don't think this one is working properly...)
yelyah.nodrog Posted October 26, 2017 Author Posted October 26, 2017 Hey Victor, thanks for speedy reply! It was deffo working before as far as I am aware, as it has been doing it until now? I will give the incident one a try....but what about if its a service request? Do I need to create a duplicate one for with logOrUpdateServiceRequest? Hayley. also... is this going to start logging calls automatically? as we don't want that...
Victor Posted October 26, 2017 Posted October 26, 2017 @yelyah.nodrog I'll have a look at the logs to see exactly why this specific email failed and update you with the details...
yelyah.nodrog Posted October 26, 2017 Author Posted October 26, 2017 Hey Victor, This doesn't really answer my other questions? Do I need to create a duplicate one for with logOrUpdateServiceRequest? also... is this going to start logging calls automatically? as we don't want that... Ta H
Victor Posted October 26, 2017 Posted October 26, 2017 1 hour ago, yelyah.nodrog said: Do I need to create a duplicate one for with logOrUpdateServiceRequest? Yes 1 hour ago, yelyah.nodrog said: is this going to start logging calls automatically? Only if the REGEX mask in "Reference" filed is not finding a match... 1 hour ago, yelyah.nodrog said: This doesn't really answer my other questions? I do apologise, you are right, I should have answered these ... Before making any changes though, let me have a look and see why exactly "Update Request" failed to make sure using the other operations is the way forward...
HHH Posted October 27, 2017 Posted October 27, 2017 I have the same problem but use (SR|sr)[0-9]{8} or (IN|in)[0-9]{8} for reference and Rule expression depending on type of call. I have tried using both REGEX_MATCH(subject, .*(IN|in)[0-9]{8}.*) and REGEX_MATCH(subject, '.*(IN|in)[0-9]{8}.*') That's with and withoute single quote
nasimg Posted October 30, 2017 Posted October 30, 2017 Our autoresponder has stopped updating tickets too - around the same time (approx last visible update 26 Oct 2017 9:01 AM). This is serious as we get customers replying to our updates via email and we are a portal only channel. Nasim
yelyah.nodrog Posted October 30, 2017 Author Posted October 30, 2017 Morning any update on this investigation @Victor?
yelyah.nodrog Posted October 30, 2017 Author Posted October 30, 2017 I would also like to advise that the alternative LOGORUPDATEINCIDENT ALSO ISNT WORKING?
Victor Posted October 30, 2017 Posted October 30, 2017 @yelyah.nodrog apologies for this it seems the autoresponder is not working for a number of instances. We are investigating this as a matter of urgency... (FYI @HHH and @nasimg ) EDIT: Seems I spoke too soon, it seems the issue where AR is not working is isolated to one instance only - @nasimg
Victor Posted October 30, 2017 Posted October 30, 2017 @yelyah.nodrog the reason why AR is not working for the Xerox emails is that you have this setting turned off: I assume you don't have a contact or user with Xerox email address so this is why the request is not updated with the email from them... by the way updateRequest operation works fine so ignore my previous statement where I suggested it might not work properly. It does. 1
HHH Posted October 30, 2017 Posted October 30, 2017 (edited) Is there any way to allow updateing but not logging of calls through email? Edit: never mind I just read ALL of the previous post Edited October 30, 2017 by HHH
Victor Posted October 30, 2017 Posted October 30, 2017 @HHH @yelyah.nodrog so, just to clarify this a bit: You can have only update on requests by using updateRequest operation. Upon looking it this in bit more detail I can confirm that as long as is configured correctly it should work correctly as intended. You can have both update or log new request by using logOrUpdateIncident or logOrUpdateServicerRquest. This will log or update depending if the pattern in Reference filed is matched. So you could use these operations for an update as well but if you want purely update then use updateRequest.
yelyah.nodrog Posted October 31, 2017 Author Posted October 31, 2017 Thanks victor, I have never touched this rule though and it has worked for weeks previously? I have now turned it on and we will see if calls update. Hayley.
Victor Posted October 31, 2017 Posted October 31, 2017 @yelyah.nodrog is not about the rule is the setting. So, this setting allows or prevents auto responder to process emails from a sender which does not exist in the system (either as a contact or as a user/co-worker). If the update request worked, it could have been because the sender exists in your instance. When Xerox sent the email, because it most likely did not exist in your system, it did not apply the update... So to have the emails from Xerox processed by AR and applied to request you have these two options: - enable the setting (which I understand you did); - keep the setting disabled but then add Xerox as a contact in your instance.
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