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Routing rule not generating a ticket


Kelvin
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I have a routing rule set up that is placing the email into a folder to show it was successful but no ticket is generated, what could I be missing

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Hi Kelvin

When  you say it was moved into a folder to show successful I presume this is your Completed folder rather than the failure folder Third Party Support? (silly question but just wanted to clarify). The configuration above looks fine from a quick glance


Thanks

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Hi Kelvin,

thanks so that would indicate it did raise a request. I know we have some that raise and auto close so I presume these requests are going to a team to action rather than just raising / auto processing / closing? Just double checked the configuration against some of ours and it looks the same so if it is processing and no request being raised might need a support ticket, but hopefully someone else may join in and give some comments on the setup

Thanks

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Hi @Kelvin

I'm not sure if this matters or not, but when we auto-log requests from emails, we use the Generic Catalog Item Flow Intelligent Capture form, and this has 'Mandatory' set to true - maybe you could try that to see if it throws up any errors?!

 

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I'm assuming here that, if it's NOT set to mandatory then it might skip past this and decide to do nothing?! Who knows?! 
Apart from that though, I can't see why it wouldn't work - if the email is being moved to the correct folder then you know that SOMETHING is happening?! 

 

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