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[Nikolaj]

Hello Support @SupportAccount

We found out that when our Customer replay to an email from a request it goes all to the email folder "Error -Update Call". But we don't know why this happen? And the Request will nor be updated anymore.

can you please help in this case.

Thanks

Nikolaj

 

[Nikolaj]

Hello @SupportAccount 

after a few tests we found out that this only happens for some users like me.

[James Ainsworth]

Hi Nikolaj

I noticed that you mentioned a user call SupportAccount.  This account isn't actually related to Service Manager, and is a support user related to a different product. 

If this only happens for a particular set of users, then it would lead me to think that there isn't anything wrong with the Routing Rule.  Do you have other rules before this one that could be processing these?

 

[Victor]

@Nikolaj

 

[Nikolaj]

HI @James Ainsworth thanks for the information about the user call  supportAccount. I didn't know that. I have more rules but this is the first one.

@Victor thanks for the FAQ. I have found the Problem for one User the call was already closed. And for my user i created a test user account for me to test some thing and this user had also my email address so the system could not identify who it is.

Thanks both of you.

regards

Nikolaj