Shamaila.Yousaf Posted January 23, 2019 Share Posted January 23, 2019 On 1/22/2019 at 10:34 AM, Victor said: @Shamaila.Yousaf - to have an email applied to an existing request automatically, you can use a rule having this expression: REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*'). There is more information about this and more examples on our wiki here: https://wiki.hornbill.com/index.php/Email_Routing_Rules Also, there is an FAQ explaining all scenarios where the rule might fail to apply an email to a request, I would suggest reading it so you know how this works and, more importantly, why it might not: @Victor can i please double check something with you , apologies if I have missed something. I have checked the admin tool settings and the options are turned off (as they should be). I find that the calls are being updated where the calls are at a resolved stage....should it not 'fail' in that case? Even then it seems hit and miss. Thanks in advance. Link to comment Share on other sites More sharing options...
Victor Posted January 23, 2019 Share Posted January 23, 2019 @Shamaila.Yousaf 31 minutes ago, Shamaila.Yousaf said: I find that the calls are being updated where the calls are at a resolved stage....should it not 'fail' in that case? Resolved status is an "Open" status and as such updating a request will not fail. P.S. I have created a separate topic to discuss this as I would like the thread opened by SJEaton discussing their specific issue. We advise creating separate threads to discuss issues unless a contribution to an existing thread is not divagating the original discussion... Link to comment Share on other sites More sharing options...
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