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Email Routing Rules - Error in Logs


JO_7001
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We have currently split out a number of our Routing Rules for Starters, Leavers and other forms that we regularly receive and need logging within Service Manager.

I have created a rule as follows:

fromAddress = "recruitment@ourdomain" AND subject LIKE "New Starter -%"

We have a similar rule set up for our Leavers & Change of Detail forms which come through and log without issue however the above fails and the emails just sit within the Inbox within Service Manager, I have checked the log files and I have found the following error:

 

17993 10 Aug 2018 10:35:56 error comms 6448 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 4c011328-a5a4-48c5-9aaa-26f4b6006e2b; At 354/1: "Uncaught FCSException: Application Setting 'app.email.routing.rules.unknownUser.sendRejectionEmail' is disabled." throw(e); _fc_node_exec_4c011328_a5a4_48c5_9aaa_26f4b6006e2b

 

The Recruitment email address is a Shared Mailbox rather than a User Account, can you advise if the above error is received because the email address is a Shared Mailbox and by enabling the above will that allow the emails from this address to then be logged using the routing rule mentioned above?

 

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@JO_7001 - In order for an email to be processed by the autoresponder, it needs to match an existing routing rule. If it doesn't then the email will be sent to the mailbox. If it does then below is a list of scenarios where the routing rule will fail to raise or update a request: 

 

  • [RAISE OR UPDATE] the email sender does not exist in the system, either as a co-worker/internal user or a contact/external user, and the app setting to allow updates or raise requests from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF
  • [RAISE OR UPDATE] the email sender does not exist in the system, either as a co-worker/internal user or a contact/external user, and the app setting to allow updates or raise requests from unknown sources is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set
  • [RAISE OR UPDATE] the email sender exists in the system but the from address is matching more than one user/contact in the system
  • [UPDATE ONLY] the request has status closed and the app setting to allow updates on closed calls is turned OFF and the app setting to send back a rejection email is turned OFF
  • [UPDATE ONLY] the request has status closed and the app setting to allow updates on closed calls is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set
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