Difference between revisions of "Inbound Routing Rules"

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This document can now be found at its new location in the [https://docs.hornbill.com/esp-config/email/using-email-routing-rules/ Hornbill Document Library].
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[[file:hornbill-document-library.png|Hornbill Cloud|link=https://docs.hornbill.com/esp-config/email/using-email-routing-rules/]]
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__NOTOC__[[Main Page|Home]] > [[Administration]] > [[System Administration|System]] > [[Email_Administration|Email]] > Email Routing Rules
 
__NOTOC__[[Main Page|Home]] > [[Administration]] > [[System Administration|System]] > [[Email_Administration|Email]] > Email Routing Rules
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[[File:RoutingRulesCard.png|right|Routing Rules]]
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==Introduction==
 
==Introduction==
 
The Email Routing Rules provide a way of automating the delivery and actions that occur on emails that are received into Hornbill.  This may be simply redirecting the email message to a particular shared mailbox or applying advance operations that are provided by the different Hornbill Apps.  Each Email Routing rules allow you to define expressions to verify the content of the incoming emails in order for that rule to apply.
 
The Email Routing Rules provide a way of automating the delivery and actions that occur on emails that are received into Hornbill.  This may be simply redirecting the email message to a particular shared mailbox or applying advance operations that are provided by the different Hornbill Apps.  Each Email Routing rules allow you to define expressions to verify the content of the incoming emails in order for that rule to apply.
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== Related Articles ==
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:* [[Routing Rule Templates|Service Manager Routing Rule Templates]]
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|}
  
 
== Routing Rules List==
 
== Routing Rules List==
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[[File:routingrule.png|thumb|300px|link=https://wiki.hornbill.com/images/0/0c/Routingrule.png|Email Routing Rule Form]]
 
From the list of Routing Rules there a few actions and some considerations to keep in mind.
 
From the list of Routing Rules there a few actions and some considerations to keep in mind.
 
:* '''Switching On or Off'''
 
:* '''Switching On or Off'''
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:: Clicking on the + in the tool bar will allow you to create a new rule.
 
:: Clicking on the + in the tool bar will allow you to create a new rule.
 
:* '''Ordering'''
 
:* '''Ordering'''
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:: Once more than one rule has been created, the order of the rules can be changed by using the up and down arrows located on the right side of each rule. When an email is received, the routing rules will be processed in the order that they are listed, starting at rule 1. If a rule doesn't match it will then check the next rule. If no rules match the email will simply reside in the Inbox.   
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:: Once more than one rule has been created, the order of the rules can be changed by using the up and down arrows located on the right side of each rule. When an email is received, the routing rules will be processed in the order that they are listed, starting at rule 1. If a rule doesn't match it will then check the next rule. If no rules match the email will simply reside in the Inbox.   
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:: '''Note:''' If a rule matches, but its action fails to complete, no further rules will be checked and the rule's ''Fail'' action will be followed.
 
:* '''Deleting a Rule'''
 
:* '''Deleting a Rule'''
 
:: The Delete option in the tool bar becomes available once one or more Rules are selected in the list
 
:: The Delete option in the tool bar becomes available once one or more Rules are selected in the list
 
<br>
 
<br>
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==Rule Expression==
 
==Rule Expression==
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Each Routing Rule requires a Rule Expression which is used to validate information held within the email.  To help with setting up the Rule Expression a number of options have been provided in the Rule Parameters selector located at the top right of the Rule Expression field.  Selecting any of these items from the list will insert that Rule Parameter into the Rule Expression field.
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Each Routing Rule requires a Rule Expression which is used to validate information held within the email.  To help with setting up the Rule Expression a number of parameters have been provided in the Rule Parameters selector located at the top right of the Rule Expression field.  Selecting any of these items from the list will insert that Rule Parameter into the Rule Expression field.
  
 
:* toAddress
 
:* toAddress
 
:* toDomain
 
:* toDomain
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:* ccAddress
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:* ccDomain
 
:* fromAddress
 
:* fromAddress
 
:* fromDomain
 
:* fromDomain
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:* mailbox  
 
:* mailbox  
  
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::[[File:Information.png|14px|text-top|Information]] If you are manually adding Rule Parameters it is important that the correct letter case is used and it matches those provided in the Rule Parameters selector
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[[File:Information.png|14px|text-top|Information]] If you are manually adding Rule Parameters it is important that the correct letter case is used and it matches those provided in the Rule Parameters selector
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== Use Mailbox ==
 
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:*'''Mailbox''' - The mailbox you wish emails to be routed to
 
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:*'''Folder''' - The  folder within a mailbox for email to be routed to
 
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== Use Operation ==
 
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:*'''Application''' - The Application in which tasks (operations) will be automated - (''currently only operations are available in the context of the Service Manager Application'')
 
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:*'''Operation''' - The Task you wish to automate if your rule matches
 
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:*'''Target Folder Success''' - On a successful rule match the folder you would like the email routed to
 
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:*'''Target Folder Failure''' - In the case of a rule match but action failure the folder you would like the email routed to
 
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:*'''Reference''' - You will need to specify the Regex Syntax that matches your call reference.  E.g. for the standard out-of-the-box reference use: '''[a-zA-Z]{2}[0-9]{8}'''
 
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===Options when setting up a rule===
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Options" data-expandtext="Show Options" style="width:1050px">
 
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There are a number of settings which need to be configured to determine the criteria to check for and the operation to be executed.
 
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<div class="mw-collapsible-content">
 
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Note: For ''logOrUpdateIncident'', ''logOrUpdateServiceRequest'' and ''updateRequest'' operations the '''Reference''' field is a mandatory parameter. Therefore for the rule to work with these operations you must have a valid regular expression specified in this field.
 
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<br>
 
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<br>
 
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[[File:routing_rules.png|center|700px|Email Routing Rules]]
 
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<br>
 
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<br>
 
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</div>
 
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===Service Manager Settings===
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Options" data-expandtext="Show Options" style="width:1050px">
 
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When setting up Operations in the context of Service Manager you will need to set up default values for calls to be logged against. 
 
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<div class="mw-collapsible-content">
 
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#Open Hornbill Administration
 
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#Select Service Manager from the Application selector in the top left
 
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#Under the left hand menu option 'Application' and select 'Settings'
 
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====Available Settings====
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=== Rule Expression Syntax ===
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The syntax used in the Rule Expression is similar to standard SQL syntax. String and numeric comparisons, and parentheses are all supported.
  
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*'''app.email.routing.rules.allow.closed.call.updates.IN''' - Switch on to enable closed Incidents to be updated via a routing rule
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Examples" data-expandtext="Show Examples" style="width:1050px">
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*'''app.email.routing.rules.allow.closed.call.updates.SR''' - Switch on to enable closed Service Requests to be updated via a routing rule
 
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*'''app.email.routing.rules.default.priority.IN''' - Set a default Priority for Incidents on logging
 
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*'''app.email.routing.rules.default.priority.SR''' - Set a default Priority for Service Requests on logging
 
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*'''app.email.routing.rules.default.service.IN''' - Set a default Service for Incidents on logging
 
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*'''app.email.routing.rules.default.service.SR''' - Set a default Service for Service Requests on logging
 
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*'''app.email.routing.rules.default.team.IN''' - Set a default team for allocating Incidents on logging
 
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*'''app.email.routing.rules.default.team.SR''' - Set a default team for allocating Service Requests on logging
 
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*'''app.email.routing.rules.unknownUsers.sendConfirmation''' - Send an email to users who are not recognised by their email address
 
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*'''app.email.routing.rules.unrecognised.email.template''' - The template used when sending emails to users who are not recognised by their email address
 
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[[File:routing_rules_settings.png|center|700px|Service Manager Routing Rules]]
 
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</div>
 
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==Expressions==
 
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The Hornbill platform makes use of a generic expression parser/evaluator to provide functionality.
 
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The expression evaluator is based on the same syntax and notation as an SQL database, this is done to ensure that DBA’s and other technical people familiar with SQL databases can easily get to grips with Hornbill.
 
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=== Routing Rule Syntax ===
 
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The syntax used is the same that you find in any other standard SQL implementation. String and numeric comparisons, parentheses etc are all supported in the standard and expected way. In the absence of a detailed breakdown of the fill syntax, below is a full list of all of the test cases that are used to validate the expression parsers behaviour in our production systems.
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide answer" data-expandtext="Show list of functions" style="width:1050px">
 
 
A few basic expressions to get you started can be found by showing the list of functions.
 
A few basic expressions to get you started can be found by showing the list of functions.
  
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
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{| class="wikitable"
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:{| class="wikitable"
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| '''Function Name'''
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| '''Function'''
 
| '''Example'''
 
| '''Example'''
  
 
|-
 
|-
 
|LIKE
 
|LIKE
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|LIKE '%abc' or LIKE 'abc%' or LIKE '%abc%'
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|subject LIKE '%abc' or subject LIKE 'xyz%' or subject LIKE '%mno%'
  
 
|-
 
|-
 
|NOT
 
|NOT
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|NOT 1 or NOT (1 and NOT 2)
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|subject != 'abc'
  
 
|-
 
|-
 
|NOT IN  
 
|NOT IN  
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|NOT IN (1, 2)
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|subject NOT IN ('abc', 'zyx')
  
 
|-
 
|-
 
|IN  
 
|IN  
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|IN (1, 2, 3)
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|subject IN ('abc', 'mno', 'xyx')
  
 
|-
 
|-
 
|=
 
|=
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|Subject = 'abcd'
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|subject = 'abcd'
  
 
|}
 
|}
 
</div>
 
</div>
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=== Special Functions ===
 
=== Special Functions ===
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide answer" data-expandtext="Show list of functions" style="width:1050px">
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Functions" data-expandtext="Show Functions" style="width:1050px">
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Hornbill supports a number of functions that are useful for more complex expressions and evaluations.  
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Hornbill supports a number of functions that are useful for more complex expressions.  
  
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
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LEFT(“The Dog”, 3) = “The”
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LEFT('The Dog', 3) = 'The'
  
 
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|-
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SUBSTRING(“The Dog”, 5) = “Dog”
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SUBSTRING('The Dog', 5) = 'Dog'
  
  
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SUBSTRING(“The Dog”, 5, 2) = “Do”
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SUBSTRING('The Dog', 5, 2) = 'Do'
  
 
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|-
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RIGHT(“The Dog”, 2) = “og”
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RIGHT('The Dog', 2) = 'og'
  
 
|-
 
|-
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CONCAT(‘The’, ‘ ‘, “Dog”) = “The Dog”
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CONCAT(‘The’, ‘ ‘, 'Dog') = 'The Dog'
  
 
|-
 
|-
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REGEX_MATCH(“String to match”, “regex to test”)
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REGEX_MATCH('String to match', 'regex to test')
  
  
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This function is based on perl compatible regular expressions. Please see the following URL: -
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This function is based on Perl compatible regular expressions. Please see the following URL: -
  
  
 
[http://www.pcre.org/ http://www.pcre.org/]
 
[http://www.pcre.org/ http://www.pcre.org/]
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Example of a routing rule matching a request reference in the email subject: REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*')
  
 
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|-
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This function is based on perl compatible regular expressions. Please see the following URL: -
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This function is based on Perl compatible regular expressions. Please see the following URL: -
  
  
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STRING_REPLACE(''needle'', ''haystack'', ''string'')
 
STRING_REPLACE(''needle'', ''haystack'', ''string'')
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|-
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| MESSAGE_HEADER
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| Return the value of one message header present in the email message being evaluated. If header is not present this will return NULL. Available in platform build 3801 onwards
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MESSAGE_HEADER('X-Header-Name')
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For example:
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MESSAGE_HEADER('Message-ID') LIKE '%some.domain.com%'
  
 
|}
 
|}
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</div>
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<br>
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== Use Mailbox ==
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This option provides the simple routing of incoming emails to a particular Shared Mailbox.
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:*'''Mailbox'''
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::From the list of available Shared Mailboxes, select the mailbox that you wish emails that match the Rule Expression to be routed to.
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:*'''Folder'''
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::Select the folder within the selected Shared Mailbox for email to be stored in. This list of folders include the Inbox, Deleted Items, and any custom folder that has been added to the selected Shared Mailbox.
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== Use Operation ==
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Each Hornbill App can provide Operations that provide advanced processing of emails.
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:*'''Application'''
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::Select an App to view the available operations for that particular App
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:*'''Operation'''
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::Select the operation that you wish to perform if your Rule Expression matches
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:*'''Target Folder Success'''
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::On a successful Rule Expression match the folder you would like the email routed to
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:*'''Target Folder Failure'''
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::In the case of a rule match but action failure the folder you would like the email routed to
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:::In order to aid troubleshooting it is recommended that this is not set to "Inbox" as this will make it easier to distinguish between emails that were not picked up by a Rule (which will remain in the Inbox) and emails that were picked up but failed to process correctly (which will move to the Failure Folder)
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:*'''Reference'''
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:: This field can be used by the selected operation in order to correctly process the selected Operation.  Refer to the application specific documentation to determine if this is required. 
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<br>
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==Service Manager Settings==
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Hide Options" data-expandtext="Show Options" style="width:1050px">
 +
When setting up Operations in the context of Service Manager you will need to set up default values for calls to be logged against. 
 +
 +
 +
<div class="mw-collapsible-content">
 +
#Open Hornbill Administration
 +
#Select Service Manager from the Application selector in the top left
 +
#Under the left hand menu option 'Application' and select 'Settings'
 +
 +
 +
====Available Settings====
 +
 +
*'''app.email.routing.rules.allow.closed.call.updates.IN''' - Switch on to enable closed Incidents to be updated via a routing rule
 +
*'''app.email.routing.rules.allow.closed.call.updates.SR''' - Switch on to enable closed Service Requests to be updated via a routing rule
 +
*'''app.email.routing.rules.default.priority.IN''' - Set a default Priority for Incidents on logging
 +
*'''app.email.routing.rules.default.priority.SR''' - Set a default Priority for Service Requests on logging
 +
*'''app.email.routing.rules.default.service.IN''' - Set a default Service for Incidents on logging
 +
*'''app.email.routing.rules.default.service.SR''' - Set a default Service for Service Requests on logging
 +
*'''app.email.routing.rules.default.team.IN''' - Set a default team for allocating Incidents on logging
 +
*'''app.email.routing.rules.default.team.SR''' - Set a default team for allocating Service Requests on logging
 +
*'''app.email.routing.rules.unknownUsers.sendConfirmation''' - Send an email to users who are not recognized by their email address
 +
*'''app.email.routing.rules.unrecognised.email.template''' - The template used when sending emails to users who are not recognized by their email address
 +
 
</div>
 
</div>
  
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:*Log a new Service Request
 
:*Log a new Service Request
 
:*Update an existing Service Request
 
:*Update an existing Service Request
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 +
Note: For ''logOrUpdateIncident'', ''logOrUpdateServiceRequest'' and ''updateRequest'' operations the '''Reference''' field is a mandatory parameter. You will need to specify the Regex Syntax that matches your (call) reference in the email's '''Subject'''.  E.g. for the standard out-of-the-box reference use: '''[a-zA-Z]{2}[0-9]{8}'''.
 +
 +
To match the same Reference format in the Rule Expression use the following: '''REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*')'''
  
 
[[Category:Administration]]
 
[[Category:Administration]]
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-->
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[[Category:HDOC]]

Latest revision as of 19:56, 11 April 2024

This document can now be found at its new location in the Hornbill Document Library.

Hornbill Cloud

Retrieved from "https://wiki.hornbill.com/index.php?title=Inbound_Routing_Rules&oldid=32263"