Routing Rules not working

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The following is a complete list of the Email "How To" guides, hints, tips and videos that have been created to aid in the configuration and usage of the system.

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Routing Rules Not Working

The Email AutoResponder is a handy way of the system automatically logging or updating calls on behalf of the analyst. This leaves analysts to get on with their job of resolving customer issues and saves them time from monitoring the Support Mailboxes. Detailed instructions on setting this up along with examples and illustrations be found here https://wiki.hornbill.com/index.php/Email_Routing_Rules

There are a few circumstances under which the Email AutoResponder will not work.

• The email sender does not exist in the system, either as a co-worker/internal user or a contact/external user, and the app setting to allow a request to be logged or updated from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF
• The email sender does not exist in the system, either as a co-worker/internal user or a contact/external user, and the app setting to allow a request to be logged or updated from unknown sources is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set
• The email sender exists in the system but the from address is matching more than one user/contact in the system