issue Routing rules do not process emails

[Victor]

When you have routing rules configured to process emails in your instance you might find the rules do not process (all or some) emails. This can be caused by an incorrect syntax configuration of the expression criteria for routing rules. As a general rule, expressions used in routing rules follow the syntax used in SQL expressions and are using SQL Logical Operators. Here is a list of the most common misconfigurations:

The string/character values used in expressions are not enclosed within quotes. For example, a criterion like fromAddress = example@domain.com is incorrect. It needs to be configured as fromAddress = "example@domain.com" (the values used to match the fromAddress criterion needs to be enclosed in quotes)

The string/character values used in expressions are not fully enclosed within quotes. For example, a criterion like fromAddress = "example@domain.com is incorrect. It needs to be configured as fromAddress = "example@domain.com" (the values used to match the fromAddress criterion needs to be fully enclosed in quotes)

The string/character values used in expressions are enclosed with a mix of single and double quotes. For example, a criterion like fromAddress = "example@domain.com' is incorrect. It needs to be configured as fromAddress = "example@domain.com" or fromAddress = 'example@domain.com' (the opening quotes used to enclose the values need to match the ending quotes for that value)

When using the LIKE operator the value does not contain a wildcard. When using the LIKE operator in a criterion to match specific patterns, the value needs to contain at least a wildcard otherwise the operator will evaluate as a hard match (equal). For example, a criterion like subject LIKE "test" will evaluate as subject = "test" because the value used for LIKE evaluation does not contain any wildcard. If you need your expression to match the value as a pattern within the evaluated parameter (for example, the email subject) then the expression needs to be as follows:

• subject LIKE "%test%" (to match the value anywhere within the evaluated parameter - e.g. subject contains...)
• subject LIKE "test%" (to match the value at the beginning the evaluated parameter - e.g. subject starting with...)
• subject LIKE "%test" (to match the value at the end the evaluated parameter - e.g. subject ending with...)

Important: when evaluating toDomain, toAddress or ccAddress parameters always use the LIKE operator. This will ensure the routing rule will match the email even if it is addressed to multiple recipients. If the criterion is using the equal operator for these parameters instead of LIKE and the email is addressed to multiple recipients, the routing rule will not match the email.

Routing Rules are disabled. 
The setting for turning Routing Rules on or off completely can be found in the admin Tool (Home - System - Settings - Advanced) as follows:

• Enables auto responder rules processing: mail.autoresponder.enable

 

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.