Email routing rules not raising requests for (some) emails

[Ben Maddams]

Hello,

We had a report that some of the emails being sent to one of our captured mailboxes aren't being properly raised as tickets, I've run some test emails and these weren't picked up either. However we've had other emails sent to this mailbox today converted to Service Requests and moved without issue. This mailbox is handling invoicing requests so any "missing" emails may result in payment issues. Is there anything that would be blocking just specific emails? They appear in the Service Manager mailbox, under the inbox and I can confirm that the mail address the sender was using is correct.

 

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Thanks,

[Victor]

@Ben Maddams can you please review the following FAQs:

and

and then let me know if you found the answer for the issue there?