Error by Raising new Request from Email

[Nikolaj]

Hello Support,

We found out that the Customer/ Co Worker will not transferred anymore from the mail to the request. We faced that issue since 2 days we think.

Do you know about that topic already?

Thanks

Nikolaj

[Steve Giller]

Is this from the email view using the "Raise Request" option, or via the Auto Responder?

Commonly this occurs when the email address either does not match a Customer, or matches more than one Customer, but I am not seeing any issues of this nature on my tests.

[Nikolaj]

Hi @Steve Giller

This is from the email view using the Raise Request option...

[David Hall]

Hi @Nikolaj

As @Steve Giller mentioned we've tried to replicate but so far have not been able to.  Can I check 2 things...

1. If you switch out of preview UI and try in the older view... does it work there or does it also fail there?
2. Can we just confirm exactly which customer selection form you are using in the intelligent capture that is not being populated

Kind Regards,

Dave

[Nikolaj]

Hi @David Hall and @Steve Giller

1. yes it is the same for the old UI.

From the Inbox when we marked the mail we click on Raise Request and the next window shows the customer empty...

we are not chosen any service catalog so far that will happen in the next window

Thanks

Nikolaj

 

[David Hall]

Hi @Nikolaj

I think I've managed to replicate the issue, we'll do some further investigation to find out exactly what has caused the problem and will let you know when I know more.

Kind Regards,

Dave.

[Nikolaj]

Hi @David Hall

Thanks your feedback, solution would be more than appreciated. 

best regards

Nikolaj

[David Hall]

Hi @Nikolaj

Apologies, I've got the bottom of the issue, we'll get a a fix implemented and we'll have that out to you in the next Service Manager update scheduled next week.

Kind Regards,

Dave