Routing rules

[JakeCarter]

Afternoon,

 

We have multiple mailboxes in our Hornbill instance, and I am trying to make it so certain rules only apply to a specific mailbox

For example:

 

But every time I send an email to that address (with the subject Password) it is not raising a request.

 

 

[JakeCarter]

And this is the routing rule template

[James Ainsworth]

Hi @JakeCarter

Do you have any other rules defined?  Rules are processed in order from top to bottom.  Sometimes it can be the case of the email meeting the criteria of a previous rule and never reaching the one that you want it to use.

[JakeCarter]

Hi @James Ainsworth

 

It is hitting the rule now but it is going into the target folder for failures

[Steve Giller]

It's possible that you need to specify the Catalog Item on the Routing Rule Template - without having sight of your Service Portfolio I can't be sure.

[JakeCarter]

Hi @Steve Giller

 

I have added the service catalog and tested again but it is still going to the failure folder

The inbound routing rule is still the same as the first post but still no joy

[Victor]

 

[James Ainsworth]

Hi @JakeCarter

Something else to keep an eye open for is if the from address exists on more than one user account.  I believe that prior to the request being created, it will look up the email address to find out who the request will be set to as the customer.  If duplicate email addresses are found, the request is not raised in order to prevent a confidential ticket being associated with the wrong person.