Jack_Podmore Posted October 25, 2021 Share Posted October 25, 2021 Hi all, We have come across an odd issue which only seems to have started occurring in the last few weeks. We have a routing rule in place that raises an incident/kicks off our BPM workflow when someone on our internal domain emails our helpdesk email address. The issue we have is that if a user includes another email in the "To" field then the routing rule doesn't appear to kick in. Has anyone had this/have any advice? Thanks, Jack Link to comment Share on other sites More sharing options...
Alberto M Posted October 25, 2021 Share Posted October 25, 2021 Hi. try to set the rule as fromDomain = '........com' AND toAddress like '%email_address_of_helpdesk%' instead. 1 Link to comment Share on other sites More sharing options...
Steve Giller Posted October 25, 2021 Share Posted October 25, 2021 @Jack_Podmore Just to explain this; The "TO" address is a list of email addresses separated by semicolons or commas (I forget which off the top of my head!) So "person.one@domain.com" does not equal "person.one@domain.com; person.two@domain.com; person.three@domain.com" but it is contained in the list. You need the open-ended comparison ('%' at either end) as the list might be "person.two@domain.com; person.one@domain.com; person.three@domain.com" etc. 1 Link to comment Share on other sites More sharing options...
Jack_Podmore Posted October 25, 2021 Author Share Posted October 25, 2021 Thanks @Alberto M & @Steve Giller we've made the change to our routing rule and it appears to be behaving like we want it. Appreciate the quick responses! Link to comment Share on other sites More sharing options...
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