David Wilson Posted May 22, 2018 Share Posted May 22, 2018 Hi, Trying to create a routing rule that updates a call if it finds the call ref in the message body (see attachment) Currently this rule sits after a similar rule which updates a request if the subject line contains a reference number but it doesn't pick up the emails as they come into the mail box...am i missing something? Link to comment Share on other sites More sharing options...
Victor Posted May 22, 2018 Share Posted May 22, 2018 12 minutes ago, David Wilson said: but it doesn't pick up the emails as they come into the mail box @David Wilson what do you mean by this? ... where does the update email ends up in? if it ends up in "Deleted Items" then the update operation was successful if it ends up in "Inbox" either no routing rule picked it up or the update operation failed Currently, I can see a bunch of failed autoresponder updates in the logs, the error code suggests one of the following: the email sender (the from address) does not exist in your system (either associated to a user or contact) and your configuration does not allow autoresponder processing from unknown sources the reference picked up in the email was not a valid reference (i.e it did not exist in the system) the reference picked up in the email was a reference to a closed request and your configuration does not allow autoresponder processing on closed requests ...any of the above possibly? Link to comment Share on other sites More sharing options...
David Wilson Posted May 22, 2018 Author Share Posted May 22, 2018 It ends up in the inbox. I raised a test ticket using my email address (IN00013706) and sent replies back to the mailbox with the ref in the subject, I then removed this and sent it with the ref in the body. The email with the ref in the subject was picked up but not when it was in the body Link to comment Share on other sites More sharing options...
Victor Posted May 22, 2018 Share Posted May 22, 2018 @David Wilson I understand... What about any of the possible reasons I mentioned above? Does the email failure fall into any of those scenarios? Link to comment Share on other sites More sharing options...
David Wilson Posted May 22, 2018 Author Share Posted May 22, 2018 I don't believe so, the email sender (the from address) does not exist in your system (either associated to a user or contact) and your configuration does not allow autoresponder processing from unknown sources - this is my email address, the system receives and send to this address without any other issues the reference picked up in the email was not a valid reference (i.e it did not exist in the system) - the reference is valid, the same reference is used in the subject line and the rule triggers ok the reference picked up in the email was a reference to a closed request and your configuration does not allow autoresponder processing on closed requests - nope the request was open Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 22, 2018 Share Posted May 22, 2018 Hi @David Wilson Something to try while this is being looked is that in our documentation there is also the use of the \b (word boundaries) option used within this string. I would have thought that your current expression would have been enough to catch the match, but maybe worth a try. James Link to comment Share on other sites More sharing options...
Victor Posted June 6, 2018 Share Posted June 6, 2018 @David Wilson just wondering is the issue still persists? Link to comment Share on other sites More sharing options...
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