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Routing Rules/Auto Responder - Attachments

Martyn Houghton

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20 minutes ago, Martyn Houghton said:

I trying to implement Routing Rules in our system.

I am sure you will be successful.

As a side note, although we are not very fond of the Jedi order as we follow different paths, we agree on this:

Do or do not. There is no try. ;) :P 
star wars try GIF

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  • 1 year later...

We have recently provided an update in the Service Manager build 1816 that allows you to enable the adding of attachments to a request when the request is created or updated from an email.

Creating a New Request

In Administration under Home > Applications > Hornbill Service Manager > Email > Routing Rule Templates, you can now enable an option to include attachments that have been sent with the email on the new request.  This will apply for each Routing Rule Template where it has been enabled. 


Updating an Existing Request

When an email automatically updates an existing request using the Routing Rules, you can have the attachments that have been sent with the email, automatically added to the request that is being updated.  The Service Manager settings are:

app.email.routing.rules.update.addAttachments.IN  - Add attachments when updating an Incident

app.email.routing.rules.update.addAttachments.SR - Add attachments when updating a service request

These setting apply to ALL requests of the specified type.



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