samwoo Posted June 13, 2018 Share Posted June 13, 2018 Hello, Every night we receive an email from another company into the Hornbill inbox which contains files we need to upload into another system. We have an auto-routing rule which creates the ticket in Hornbill automatically. Because we cannot set this auto-routing rule to automatically apply attachments to the request, we are having to manually go into the email using the Source: Email then ticking the attachments to apply them to the request. However... I was curious as to why the "related" requests are sorted in an order where the "Open" tickets are on the last page? And is there an explanation as to why the email is unable to auto-identify the request that I am applying the attachments to after a ticket has already been raised for it using the Auto-Routing rule? If we have the option within a specific auto-routing rule to auto-attach files (they have no signatures or any other images) then we wouldn't need to do this... If this is not going to be an option for now or at all, I was wondering if the order of requests when applying an email to a ticket be changed accordingly so the Open tickets are on the first page?See the open ticket is on the last page. Can this be improved in any way? Thanks, Samuel Link to comment Share on other sites More sharing options...
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