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Customer Assignment when Email Routing Rules are in place


SJEaton
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Hi

I am creating an email routing rule to raise a service request automatically when an email with a particular subject hits one of our mailboxes.  The email will however be generated from our SAP system when a manager requests that a leaver be processed via SAP Manager Self Service.  I assume this means that the customer of the service request raised won't be the manager themselves as the email isn't from the managers email address.

We could include the managers names/email address in the body of the email generated but I don't suppose anyone has any thoughts about how we might get Hornbill to make the manager the customer other than for the request owner to change the customer once the request is received?  (wasn't sure if there was any intelligence within routing rules that would look for specific text??)

Thanks

Sam

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On 02/02/2018 at 9:58 AM, SJEaton said:

how we might get Hornbill to make the manager the customer other than for the request owner to change the customer once the request is received?  (wasn't sure if there was any intelligence within routing rules that would look for specific text??)

The routing rule only knows about the "From" address, and the contact/co-worker having the "From" address as his/her email address will be the customer on the request. In other words, the routing rules can't disseminate the email to pick up various specific values (from address, subject, body) that can be used on requests... So, changing the customer on the request to be that manager would have to be a manual process...

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