Failures mailbox

[chriscorcoran]

I have had a few emails into the failures mailbox and I'm not sure why. I know they go in there if the call is closed or the IN number doesn’t exist. Are there any other reasons why they go to the failure’s mailbox? Looking at the 4 offending emails they seem to be OK, nothing odd about them.

 

[Frank Reay]

Typically (for us) it is when the sender is external and is not recognised. In which case you need to set them up as a Contact.

[chriscorcoran]

Thanks @Frank Reay good answer but its not right in this case  I wish it was, rattle my brain over it.

[Steven Boardman]

@Frank Reay @chriscorcoran there are system settings which allow you to control if emails are applied to requests

* If the request is closed

 

* If the user is unknown

Of course you could have these turned off for good reason, but i just wanted to make sure you were aware they were there

One thought i had was if the emails in the failure folder where from email addresses attributed to more than one contact / user in Hornbill?