Shamaila.Yousaf Posted January 23, 2019 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.
Victor Posted January 23, 2019 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...
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