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Posted

I (Yodit) created a routing rule which should update tickets upon reply via email. Below is the rule which has been configured:

image.png.4eed7f578f9a05762397ce03409bbe48.png

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?

Posted

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.

Posted

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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