Michael Sharp Posted July 26, 2019 Share Posted July 26, 2019 Is there a way to route emails directly to an exact request? I'm struggling to get this working as per the attached which doesn't work. Link to comment Share on other sites More sharing options...
Victor Posted July 26, 2019 Share Posted July 26, 2019 @Michael Sharp nope, that configuration won't work. You can't specify a request reference in the "Reference" field, it needs to be a REGEX expression. And you can't route an email to an exact request unless the request reference can be extracted by Hornbill routing mechanism from email subject. Link to comment Share on other sites More sharing options...
Michael Sharp Posted July 26, 2019 Author Share Posted July 26, 2019 27 minutes ago, Victor said: @Michael Sharp nope, that configuration won't work. You can't specify a request reference in the "Reference" field, it needs to be a REGEX expression. And you can't route an email to an exact request unless the request reference can be extracted by Hornbill routing mechanism from email subject. can that be a development? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 26, 2019 Share Posted July 26, 2019 @Michael Sharp Couldn't you just add the IN00 number into the subject line of the email that is sent? \that would then work (assuming that the request is still open)? Just a thought.... Link to comment Share on other sites More sharing options...
Michael Sharp Posted July 26, 2019 Author Share Posted July 26, 2019 5 minutes ago, Paul Alexander said: @Michael Sharp Couldn't you just add the IN00 number into the subject line of the email that is sent? \that would then work (assuming that the request is still open)? Just a thought.... @Paul Alexander that would indeed be the simple answer however I'm limited by a third party product unfortunately! Mike. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted July 26, 2019 Share Posted July 26, 2019 How about using the 'automatic logging' to log a request from the email, then create a new BPM which takes the summary and description of this new request to update your specific request? Then, once done, close the new request. (I have no idea if this would work to be honest......I'm just throwing it out there!) Link to comment Share on other sites More sharing options...
HHH Posted July 26, 2019 Share Posted July 26, 2019 Try using routing rule templates in https://admin.hornbill.com/{instance}/app/com.hornbill.servicemanager/email/auto-log/ Then set up CI and BPM to handle assignment to the specific ticket. (if possible) We have something similar in place although we create new tickets each time. Link to comment Share on other sites More sharing options...
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