Update Request routing rule failing

[dwalby]

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

[Steve Giller]

The first thing that springs to mind is: Did this email arrive after the Request was resolved/closed, and if so do you have app.email.routing.rules.allowClosedCallUpdates.SR enabled?

[dwalby]

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?

[Steve Giller]

@dwalby No, as far as I know the routing rules are not aware of the status of the Request so when they fail they will just drop into the designated failure folder and if you need to alert a customer you can do it from there.