Berto2002 Posted June 30, 2022 Share Posted June 30, 2022 I have a supplier who sends us alerts that I want converted into incidents through the inbound routing rules, but despite the fact I have their email address as the logon ID and email address and userid of a user entry in our database, it still doesn't recognise them as a Customer in the sense of defining that on the Request; and I need a customer in our workflow for it to work. There must be something really obvious I'm not doing. Can anyone help with this please? The rules work and an Incident gets logged in the right service and cat item, I just don't have a Customer: Link to comment Share on other sites More sharing options...
Victor Posted June 30, 2022 Share Posted June 30, 2022 @Berto2002 talking of obvious, let's get one out of the way. Subscribed to relevant services? Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 30, 2022 Share Posted June 30, 2022 Is the user subscribed to the service under which this is being raised? I'm intrigued that you are using user account for a supplier and not an Contact. Was there a particular reason for going this route? Link to comment Share on other sites More sharing options...
Berto2002 Posted June 30, 2022 Author Share Posted June 30, 2022 Both are great points! I'm looking into those... Link to comment Share on other sites More sharing options...
Berto2002 Posted June 30, 2022 Author Share Posted June 30, 2022 The fact is I don't understand how Contacts work. I don't even know where they are listed ATM. I'll need to research. Link to comment Share on other sites More sharing options...
Victor Posted June 30, 2022 Share Posted June 30, 2022 https://wiki.hornbill.com/index.php?title=Contacts Link to comment Share on other sites More sharing options...
Berto2002 Posted July 6, 2022 Author Share Posted July 6, 2022 I did this. Thanks. Link to comment Share on other sites More sharing options...
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