issue Routing rules do not raise requests from emails or apply emails to requests

[Victor]

When there are routing rules configured to process an email to raise a request or update a request, there are occasions when these actions are not performed. There are a number of possible reasons why this occurs. Firstly there has to be a routing rule configured in admin tool that will match the email properties (as configured in the rule expression) and the routing rules must be enabled (turned ON)

• The email sender does not exist in the system either as a co-worker/internal user or a contact/external user. In this scenario, one reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF.
   
• The email sender does not exist in the system, either as a co-worker/internal user or a contact/external user. Similar scenario as above, another reason why the email fails to be processed by the routing rule is if the app setting to allow updates 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.
   
• The email sender exists in the system but the from address is matching more than one user/contact in the system. (see notes for more information)

 

• The Request Reference is stored in the body and not the subject. The Rule Expression can access the body of the email, however for updating Requests the Reference must both match the RegEx expression detailed in the Reference parameter and be present in the email subject.

 

• The request has status closed. In this scenario, the reason why the email fails to be applied to the request when processed by the routing rule is if the app setting to allow updates on closed calls is turned OFF.
• *[Only for routing rules configured for UPDATE]

The application settings can be found in admin tool (Home - Hornbill Service Manager - Application Settings) as follows:

• allow updates from unknown sources: app.email.routing.rules.unknownUsers.allow
• send back a rejection email to unknown users: app.email.routing.rules.unknownUser.sendRejectionEmail
• rejection email template: app.email.routing.rules.unknownUser.email.template
• rejection email mailbox: guest.app.requests.notification.emailMailbox
• allow updates on closed Service Requests: app.email.routing.rules.allowClosedCallUpdates.SR
• allow updates on closed Incidents: app.email.routing.rules.allowClosedCallUpdates.IN

Routing rules can be turned ON/OFF in admin tool using the option available in Routing Rules section (Home - System - Email - Routing Rules) or via the mail.autoresponder.enable system setting (Home - System - Settings - Advanced)

Notes: to check if the address of the email sender is associated to more than one user or contact in the system you can a report. Here are 2 examples of report definition files on user accounts and contacts (these can be uploaded in your instance). When run, the report will prompt the user to type in the email address and teh report will return all records for users or contacts having that email address. 

user-list-per-email.report.txt contact-list-per-email.report.txt

Troubleshooting your configuration

When you have an email arriving in your Inbox that was not processed by the autoresponder, you can troubleshoot this by reviewing the delivery log for that particular email as follows:

1. Navigate to the email and click on it to have the email displayed

2. On the top right of the screen there is an icon with three vertical dots; click on this icon and from the drop-down menu select "Show Inbound delivery log"

3. This will display the delivery log for this email. In this log scroll down until you see the log entries for the autoresponder processing the email:

This will show you how the email was processed by autoresponder, how the rules were evaluated and in case there was an issue with any of the rules here, the log will display a message as to why this email was not processed by a particular rule. In the example above, there were no rules having criteria that matched this email.