Email - Inbound Routing Rules (Nothing happening)

[Mark (ESC)]

We have tried to give the Email - Inbound Routing Rules a go, and have setup a single rule to update requests on the SR or IN reference.

Done some testing, but nothing seems to be actioned.

Expression is set to REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*') for our typical subject line replies of "RE: ICT Service Desk - (Company Name) - New Call Logged, Reference IN00038936"

 

[Steve Giller]

As a first step, please check the Routing rules do not process emails and Routing rules do not raise requests from emails or apply emails to requests FAQs as these cover every issue that we're aware of.

[Mark (ESC)]

If any Forum user can post some examples (redacted) in this post that would be helpful.
The standard syntax to match to IN or SR value is not working for me "REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*')"

Thanks

 

[Steve Giller]

What do you have in the Reference field?

[Mark (ESC)]

In the reference I have placed REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*'), but unsure after reading various Wiki's how to reference that in the Rule Expression.

[Steve Giller]

The Reference is always a Regex Match, so you just need [a-zA-Z]{2}[0-9]{8} in there.

[Mark (ESC)]

Thank you, this was my first attempt when I started, but getting an error message when trying to save changes. 

[Berto2002]

This has been in place since our implementation nearly 3 years ago. It seems to work but not sure if any element could do with improvement...

[Mark (ESC)]

@Berto2002 I have also tried that, but the emails just stay in the inbox not updating the current call. 

[Steve Giller]

@Mark (ESC)

1. Create a new Folder in your Mailbox, called "Failed Updates" or similar.
2. Set the "Target Folder Failure" to the new folder.
3. Test again.

If the email lands in the Inbox, the Rule was never matched - please use the FAQs posted earlier to check why the Rule Expression is not picking up the email.

If the email lands in the "Failed Updates" folder the Update failed - please use the FAQs posted earlier to check why the update is failing (most commonly the email sender does not exist in the system or the from address is matching more than one user/contact in the system.)

[Mark (ESC)]

@Steve Giller Back from leave.  Had one of those lightbulbs moments.

I was testing with a ticket that I had created and sending in test emails from the same email address.  Of course this does not work .
Asked a colleague to create a ticket for me and then tested with that, and yes it all works perfectly.