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Configure Auto-Logging of emails


David Longley
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@David Longley it is not possible... you statement seems to indicate that you believe the auto-logging is some sort of a two way process... it is not... 

The routing rule process emails arriving in Hornbill mailbox. Depending on configuration, routing rules can either move the email is specific folder or raise a request from the email. Regardless of what action is configured to be performed, once the action is performed (either moving the email or raising a request) the routing rule job is done and it will no longer do any action with the respective email. Basically there isn't a choice of routing rule doing A and B (move to folder and raise a request), it is a choice of routing rule doing A or B (move to a folder or raise a request)...

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thanks @Victor i want the rule to raise a request only if an email is in a particular folder. we will manually move the email from the inbox into the chosen folder which the rule will look at and create a ticket if such an email is present. Basically i want to know if you can configure the rule to look at a specific folder in the mailbox rather than the inbox folder.

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@David Longley still not possible...

The routing rule "looks" at the email when is incoming to Hornbill. Once it is in Hornbill, once it is deposited in a folder, is no longer in the routing rule realm and as such it cannot be actioned by the routing rule. The routing rule mechanism isn't something that looks through your current mailbox and process emails that are in there, the routing rule engine, if activated will wait and process all emails that are inbound. If an email arrives in your mailbox and is visible as such in your email interface then it means it was already processed by the routing rules engine and routing rules can only process an email once.

The routing rules engine, so to speak, resides somewhere between the internet and your Hornbill mailbox, a gatekeeper of sorts that will triage all emails that are inbound for the mailbox... but once in the mailbox it actually means they were processed by the routing rules and they cannot be processed by routing rule any longer... a) they are outside the routing rule scope and b) they were already processed which means they can't be processed again

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