Email Routing Help

[Michael Sharp]

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.

[Victor]

@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.

[Michael Sharp]

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?

[Guest Paul Alexander]

@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....

[Michael Sharp]

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.

[Guest Paul Alexander]

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!)

 

 

[HHH]

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.