Inbound Routing Rule not matching to existing Request (and not taking Request off hold on customer response)

[Berto2002]

I sometimes have inbound emails from Customers not updating on the Request. First question:

* where is the option as to whether emails will update existing Requests in CLOSED status and when ON HOLD (sub-status)?

The issue I experienced today was for a Request that was on hold "Awaiting Customer Response" and the email did not append to the Request. Clearly that's an issue since we MUST have those updating!

This is the inbound rule set-up when we implemented:

This is the email that was sent by the Customer:

In the Service, I have specified that the Customer Reponse should take the Request Of Hold and put it as In Progress:

It didn't match and didn't come off hold but I cannot explain why.

Can anyone help please?

Thank you

 

[Victor]

@Berto2002 have read through this and see if the issue is covered there:

 

[Berto2002]

@Victor it was indeed this: "The email sender exists in the system but the from address is matching more than one user/contact in the system" thank you.