Problem setting default priority for ticket source type = email

[Dave Longley]

I am trying to update my Incident management BPM so that if the source of the ticket is email, that is sets the ticket priority to P5.  See below:

 

In the decision node which check the source i have set it to:

but for some reason, every time i try to test this it passes this decision node as per the above image. 

 

I am not sure what i am doing wrong? 

 

[ArmandoDM]

Hi @Dave Longley

we were unable to replicate the issue.

Is this request raised by the autoresponder or manually from an email ?

In case the request is raised from the autoresponder, then you may use '== Autoresponder' instead.

Regards

Armando

[Dave Longley]

Hi @ArmandoDM, the examples I have been using were emails sent manually from my account. The ticket details so the source as email but the BPM skips the decision node. 

[ArmandoDM]

@David Longley

just to clear any doubt, the source 'Email' is set when you raise a request from an email (see screenshot). Is this how the request is raised?

[Dave Longley]

Hi @ArmandoDM, No I have a routing rule set up which will automatically log tickets when sent to our main email address. 

 

[ArmandoDM]

Hi @David Longley

so in this case you need to use "Autoresponder" and not "Email".

For some reason the description does not include "Autoresponder" among the possible options, so I will make sure this will be added ASAP.

Please let me know if this works.

Regards

Armando

 

 

[Dave Longley]

Thanks @ArmandoDM, this is now working as expected. Cheers

[ArmandoDM]

No worries @Dave Longley