Dave Longley Posted June 25, 2020 Posted June 25, 2020 I (Yodit) created a routing rule which should update tickets upon reply via email. Below is the rule which has been configured: for some reason, when you reply to an email, it is showing in the Hornbill mailbox but does not apply to the ticket automatically. The rule is at a priority level 1. What am I missing?
Steve Giller Posted June 25, 2020 Posted June 25, 2020 Can you post the subject line it's matching against? (Minus any sensitive information, of course)
Adam@Greggs Posted June 25, 2020 Posted June 25, 2020 I had a similar problem, but it was down to having the "target folder success" set incorrectly
Dave Longley Posted June 25, 2020 Author Posted June 25, 2020 thanks for the message @adam. I Do appear to have this set up correctly.
Steve Giller Posted June 25, 2020 Posted June 25, 2020 Have you reviewed the common issues in the following two FAQs? These cover most of the caveats that crop up with Routing Rules. The REGEX you have there will match the subject you have posted, so the issue appears to be after the match has been made.
Dave Longley Posted June 25, 2020 Author Posted June 25, 2020 Cheers @Steve Giller. All working now. I had to enable: Routing Rules are disabled. The setting for turning Routing Rules on or off completely can be found in the admin Tool (Home - System - Settings - Advanced) as follows: Enables auto responder rules processing: mail.autoresponder.enable Thanks
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