sjt1984 Posted October 15, 2019 Share Posted October 15, 2019 Hi, I've just started a new job and have been tasked with setting up email routing rules (at the moment the techs are going into the inbox to either raise or apply the request manually). I'm a bit confused to how many rules I need - does there need to be a separate one for raisenewrequest, logorupdateincident and logorupdateservice request? I have tried the below as a test, but it hasn't had any effect: I've had a look around the forum, but not been able to see a definitive answer so any help would be greatly appreciated! Link to comment Share on other sites More sharing options...
Steve Giller Posted October 15, 2019 Share Posted October 15, 2019 The updateRequest and raiseNewRequest operations are the recommended actions for the routing rules, they supercede the logOrUpdateIncident and logOrUpdateServiceRequest although these are still available and function as before. For raiseNewRequest you will also want to set up a Routing Rule Template within your Service Manager settings in the Admin Tool. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 15, 2019 Share Posted October 15, 2019 @sjt1984 We have one rule to log Incidents which only fire if there is no existing reference in the subject line. We use a custom request prefix, e.g. IDXIN, IDXSR, to ensure the reference is one of ours, as we have a number of our external customers who use Hornbill/Supportworks. Though if you can differentiate in the rule expression, you could have multiple and then use different Routing Rule Templates (setup under Service Manager > Email > Routing Rule Templates). We then have another to update existing requests (in our case incidents and service requests only). Note: your regex value in 'Reference' will differ as we have a 5 letter prefix format. Hope that helps. Cheers Martyn Link to comment Share on other sites More sharing options...
sjt1984 Posted October 15, 2019 Author Share Posted October 15, 2019 Great, thanks for both of your replies. I will give this a try. One question on the routing rule templates, what is the best practice here as I won't know if the new incoming email is an incident or service request? Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted October 15, 2019 Share Posted October 15, 2019 HI @Martyn Houghton Just noticed in your routing rule that you've got a 'not live' option (I'm assuming it should be 'not like'?). Just thought I'd mention it in case it's causing problems!! Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 15, 2019 Share Posted October 15, 2019 @Paul Alexander Thanks, indeed it should be. Cheers Martyn Link to comment Share on other sites More sharing options...
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