Email Routing Rules Problems

[mmensah]

Hello Everyone,

 

I made a development on hornbill that's supposed to find an email with a specific subject, place that email into a specific folder and convert that email into a request for reporting.

 

Unfortunately, while monitoring this process, ive noticed that it doesnt pick up the original emails that matches the criteria, but does apply this process to forwarded emails that matches the criteria.

 

The routing rules are as follows: mailbox='servicedesk' AND subject LIKE '%New user details | %'

Has anyone had any experience with this issue, what could be done to rectify this?

 

Many thanks in advance for your help.

 

Kind regards,

Martin

[Steve Giller]

Almost every reason for Routing Rules not behaving as expected has been covered in one of the two FAQs: