Routing Rules

[Giuseppe Iannacone]

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):

[Victor]

@Giuseppe Iannacone can you confirm the following:

• current status of this request (i.e. open or closed) - Depending on application settings, updates on closed request might not be allowed.
  
   
• is the sender an existing contact in Hornbill (the from email address matched one form an existing contact/co-worker) - Depending on application settings, updates from unknown users might not be allowed.
  

[Giuseppe Iannacone]

On 11/15/2017 at 7:18 PM, Victor said:

current status of this request (i.e. open or closed) - Depending on application settings, updates on closed request might not be allowed.

@Victor

all the requests are opened (or at worst resolved)

On 11/15/2017 at 7:18 PM, Victor said:

is the sender an existing contact in Hornbill (the from email address matched one form an existing contact/co-worker) - Depending on application settings, updates from unknown users might not be allowed.

The Flow is usually the following: we receive a support request via mail, we raise a request against this mail, sometime we reply from the mailbox to the user with in copy the hornbill mailbox (the same used for receiving the original support request via mail)

[Victor]

On 17/11/2017 at 10:15 PM, Giuseppe Iannacone said:

The Flow is usually the following: we receive a support request via mail, we raise a request against this mail, sometime we reply from the mailbox to the user with in copy the hornbill mailbox (the same used for receiving the original support request via mail)

 

@Giuseppe Iannacone nothing wrong with the flow, however, this does not answer the question if the sender exists as a contact or co-worker (user) in your instance...

Looking at the example in your screenshot, in order for the email to be automatically applied to the request, you would need to have a contact or a co-worker with the email address as "Service Desk Datalogic" (whatever the email address is behind this formatting). Because for this specific email address the sender, the from address is  "Service Desk Datalogic"...

 

[Giuseppe Iannacone]

47 minutes ago, Victor said:

@Giuseppe Iannacone nothing wrong with the flow, however, this does not answer the question if the sender exists as a contact or co-worker (user) in your instance...

Looking at the example in your screenshot, in order for the email to be automatically applied to the request, you would need to have a contact or a co-worker with the email address as "Service Desk Datalogic" (whatever the email address is behind this formatting). Because for this specific email address the sender, the from address is  "Service Desk Datalogic"...

 

The sender exist as a Co-worker as you can see from the screenshot... is ther something wrong with the configuration of the co-worker?

[Victor]

On 15/11/2017 at 6:18 PM, Victor said:

(the from email address matched one form an existing contact/co-worker)

@Giuseppe Iannacone when Hornbill does the matching/validation it does it on email address. It will try and match the "from" email address to an email address existing in Hornbill either a contact email address or a co-worker email address... 

[Giuseppe Iannacone]

@Victor thank you for the reply. So it seems to me that we have the right configuration... but it's still not working. What can I do?

[Victor]

@Giuseppe Iannacone you sure you have the right configuration?

[Giuseppe Iannacone]

@Victor nice shot!

thank you very much... i was clearly wrong and i was looking at the user ID which for us is the email address.

[Victor]

@Giuseppe Iannacone no worries