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Update Request routing rule failing


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Hi all,

I've just taken a look in the 'Failed' folder within my instance of Hornbill and found a number of customer updates which have not been applied to the requests, as below (I've removed the sender for security) :



This appears to match the rule as below, so not sure why this is failing - I've also checked the recommended settings here: https://wiki.hornbill.com/index.php/Email_Routing_Rules



Any help on this would be appreciated

Thanks in advance

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Thanks @Steve Giller - looks like you're right, the requests are in a closed state when the customer has attempted to respond. Does autoresponder use a template to inform the customer that the request is closed if they attempt to e-mail in? If so, what is the template called?

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