Email not applying to request

[Andrew Tasker]

We are having an issue where we have an email which is not applying to a request. The system appears to be applying it as normal, yet when we go into the Timeline it doesn't appear there. Has anyone had any experience of this?

[Steve Giller]

Is it an extremely long email?
There is a character limit to Timeline entries and I have seen this where a long email (e.g. a chain of multiple replies) is applied.
If this is the case the "View Email" option on the "Three Dots" menu will display the full email as the limit does not apply in the Mail Application.

[Andrew Tasker]

Hi Steve,

Thanks for your reply, but unfortunately it doesn't show the option to "View Email" within the Timeline once the email is applied, it doesn't seem to actually be applying to it in the first place yet the system is behaving in the same way that it would if it had applied, i.e. moving the email into the deleted items folder.

[Steve Giller]

It would still be useful to know if it's an extremely long email.

[James Ainsworth]

Hi @Andrew Tasker

On 11/10/2022 at 5:13 AM, Andrew Tasker said:

We are having an issue where we have an email which is not applying to a request.

When you say "applying to a request" are you referring to manually applying the email to the request or is this something you are trying to get working using Routing Rules?  I'm assuming this is manually applying to a request.