Inbound Routing Rules not working since yesterday afternoon

[Nikolaj]

Hello Suport,

I hav a problem all our inbound routing rules are not working since yesterday afternoon.

Did you change something?

Or what could be the problem?

Thanks

Nikolaj

[Victor]

@Nikolaj can you detail the issue please?

[Nikolaj]

HI @Victor what kind of detail do you need? We have a lot of inbound Routing rules for email's with a specific subject... they all worked fine. since yesterday all of them are not working. now all the mails are in the target folder failure..

 

Best regards

Nikolaj

[Nikolaj]

And no ticket is created!!!

[Victor]

@Nikolaj in first instance i would advise going through the below FAQ which details the possible scenarios where routing rules would not be working. I understand you said these were working until recently (before) but we would still need to validate the configuration

 

[Nikolaj]

@Victor 

we changed nothing since the last few month's and they all worked fine so im sure all setup is correct.
If one or two are not working ok, but all of them??

Please have a look at it, because we need the function for creating automatically requests from emails.

best regards

Nikolaj

[Steve Giller]

36 minutes ago, Nikolaj said:

now all the mails are in the target folder failure

This suggests to me that the Routing Rules are working fine, it's the raising of the Requests that is failing.
Once you have taken the troubleshooting steps provided by Victor, if these do not resolve the problem I would check the Routing Rule Template and the Service/CI that it invokes.

[Victor]

@Nikolaj unfortunately I am unable to have a look at it but you can use the service provided by your Premier Success plan and raise a support request with us if you think there is something not working correctly with Hornbill.

[Keith Stevenson]

@Nikolaj
From the logs it appears that the one this monring (Subject like MailSweeper block Info) failed as 1 or more accounts have the same email address and therefore it cant find which customer to use..  (This was sent from your email address) . The previous email recieved (at 03:54 subject 31053 srv-dagt-o1 Down) was processed as expected 

The fix for the first one is to ensure only 1 customer has the email address, 

Kind Regards

[Nikolaj]

@Keith Stevenson ok you mean this is just for my test email because it is assigned to 2 users I think i have assigned it also to a test user. I will check this. You are right The previous email recieved (at 03:54 subject 31053 srv-dagt-o1 Down) was created as a request. So only my test's are not working because of the 2 email adresses.

Sorry for making trouble :-). That was my fault.

Best regards

Nikolaj

[Keith Stevenson]

@Nikolaj
Good to hear. If you have any more examples (Please provide date\time of Email and expected Rule that would match) we can take a look but everything does appear to be working as intended. 

Kind Regards

[Victor]

For future reference, the scenario with the sender email address being associated with more than one user or contact is covered in the FAQ document that was mentioned above. We kindly advise anyone experiencing issues with routing rules, new or existing issues, to review this document to ensure the issue is not caused by one of the documented scenarios.

 

[Nikolaj]

Hello @Victor That would be perfect Thanks. I thought because i have switched on the the following rule that it make no difference which email address is sending the mail 

Thanks for your support

best regards

Nikolaj