Routing Rules Query

[SJEaton]

Hi

I know you can  set up routing rules on a mailbox to raise auto-requests for new emails received, but can you set a rule that only raises an auto-request if its a brand new email i.e. not an emails that is generated from an exisiting request?  

Sam

[Martyn Houghton]

@SJEaton

The way we do it is to exclude any emails where the subject line contains a Service Manager reference number. In our case we use a custom prefix of IDXIN, IDXSR etc in our instance to be sure it is our reference and not a reference from a different system, as we provide external support.

Cheers

Martyn

[SJEaton]

Thanks @Martyn Houghton, that's helpful 

Sam