External emails not updating calls

[Ann-MarieHolloway]

Good Morning,

Is there something I need to enable to allow emails from external 'contacts' to update a call?

I have added the email address into our contacts list and can successfully send an email to them from a ticket, however when the external email responds with the ticket number in the subject line, it does not update the call.

I feel I am missing something simple.

Many Thanks

[Steve Giller]

@Ann-MarieHolloway Do you have an email routing rule to capture emails from contacts and update the requests?

[Ann-MarieHolloway]

Hi @Steve Giller

Thanks for the speedy response.

Not for this particular type of call.  I have added a hotmail account to test one of our new business processes.   I can successfully send an email to the hotmail account and can reply back (now we have enabled the mailbox to receive external emails), but the email simply goes into the Inbox of the call.  Do I need to add a routing rule to get the call updated?

[Victor]

There is an FAQ covering this topic explaining why and whats...

 

[Victor]

...and yes, a routing rule must exist to trigger an automatic update on requests...

[Ann-MarieHolloway]

Brilliant, thank you!

[Ann-MarieHolloway]

On a side note to this, I have created an email routing rule and an email routing template and linked it to the correct catalog.

 

I have also enabled the email routing rule for unknown users, even though the user is listed as a contact in our instance of Service Manager

The emails are now arriving in Deleted items, but not updating the call.

I therefore changed the Operation to updateRequestNumbersReference, however I am currently unable to locate the responding email in the Inbox or Deleted items.  Am I possibly missing something?

Any assistance would be greatly appreciated.

Ann-Marie

[Steve Giller]

@Ann-MarieHolloway I suspect it's the Reference that you have entered - this is for matching with the Request Reference.

See the very end of the documentation on the wiki.

[Ann-MarieHolloway]

THANK YOU! 

We have a rule with Reference field is a mandatory parameter. You will need to specify the Regex Syntax that matches your call reference. E.g. for the standard out-of-the-box reference use: [a-zA-Z]{2}[0-9]{8} 

[Ann-MarieHolloway]

So will simply use this.

 

[Ann-MarieHolloway]

IT WORKED!  Thank you @Steve Giller