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Email Auto-Routing issue... potentially urgent?


samwoo
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Hello,

I have just set up a new Routing rule that should hopefully create a request based on the email. I replicated another email Routing Rule that IS working, then tweaked the criteria... but it isn't working at all.

This is the criteria:

subject LIKE '%AGRESSO NOT UPDATED FOLLOWING AUTHORISED PAYMENT%'

The email subject looks like:

Fwd: AGRESSO NOT UPDATED FOLLOWING AUTHORISED PAYMENT !! - Check the Logs.

And this is the error message

64916 23-Jul-2018 13:45 error system 5360

Mail routing rule [16] evaluation error, Expression [from Address like 'sd%admin%@%UNKNOWN%.%co%.%uk%'], Subject [AGRESSO NOT UPDATED FOLLOWING AUTHORISED PAYMENT !! - Check the Logs. ~[UNCLASSIFIED]~], Error: Empty value returned from the left expression node

Where you see UNKNOWN this is actually from a legit email address from a completely different supplier totally unrelated to the email. What I don't understand is that this email address is not defined anywhere.... in the Email sent to Hornbill, in the Auto-Routing rule criteria, in the Routing Rule Template or from the source email address that sent this email in the first place.

No matter what I do... create a new rule, tweak the criteria I am always getting this error.

However for another Auto-Routing rule which creates an ticket when an another Organisation sends over daily files... it works absolutely fine.

This is the Routing Rule ordering...

1. Update requests (uses Regex and checks for the Request Reference)
2. Logs a new ticket from the other Organisation which contains files
3. Logs a new ticket (related to this issue I am having above)

Can someone have a look at this and assist? Do I need to raise a Support request for this?

Thanks,

Samuel

EDIT:
I forgot to attach the second error message that occurs after the first one above

68543 23-Jul-2018 14:16 error comms 5360 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 83d619d6-0c3f-49db-bb6c-e84c9f45bb06; At 218/1: "Uncaught FCSException: ERROR(006)"
throw(e);
_fc_node_exec_83d619d6_0c3f_49db_bb6c_e84c9f45bb06
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Interesting so I had a look at routing rule 16 and i can see the offending email address in there... so why does it error at this stage and not create a request on the 3rd routing rule (in the list ordering)...

I will turn off routing rule 16 to see if it makes any difference.

Edit:

I have removed the Routing Rule 16... now I don't get the first error message... but I do get this one:

70738 23-Jul-2018 14:26 error comms 5360 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 83d619d6-0c3f-49db-bb6c-e84c9f45bb06; At 218/1: "Uncaught FCSException: ERROR(006)"
throw(e);
_fc_node_exec_83d619d6_0c3f_49db_bb6c_e84c9f45bb06

Very odd as I tested the criteria in Database Direct and it works.... but the routing rules doesn't seem to be picking it up :'(

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ERROR(006) is not the most helpful message, but this is the error returned when more than 1 record is found with the from email address. Are there more than one Co-worker or Contact with the email address being sent from?

Ryan

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