Some emails that should auto attach are not ?

[Adrian Simpkins]

Hi All

I noticed there appears to be a few emails not auto attaching to existing active requests? I can see some are processing but I can see a number in our inbox that have not attached.

Anyone else seeing this?

There are the normal unattached as request is closed, and unattached as user has multiple accounts in the system, but definitely seeing emails that I would expect to just auto attach

Many thanks

Adrian

[Victor]

@Adrian Simpkins from my experience, this FAQ (almost) always has the answer... can you go through it and ensure none of the scenarios presented there is the cause for the issue?

In any case, the guide has a Troubleshooting section that outlines how you can investigate specific emails to understand why they were not processed as expected...

[Adrian Simpkins]

Hi Victor - thanks for the pointer - strangely I went through the mailbox again today and did not see any examples (our Service Desk attached the ones I saw the other day so I could not check those to see what happened). I will keep an eye on it but for now seems to be processing aok

Many thanks as always !

[Victor]

17 minutes ago, Adrian Simpkins said:

our Service Desk attached the ones I saw the other day so I could not check those to see what happened

@Adrian Simpkins you can still do that, if you know which were the problematic emails and if you can locate them in the Deleted Items folder (assuming this is the folder where they will be once processed, manually or automatically) ... so if you can get to that email, just review the inbound delivery log, it should tell you how it was processed...