We have Inbound Email Actions for (among other things) creating Cases in our HRSD environment. We have one rule that runs when:
Recipient contains hr@testorg.com
And it creates an HRC for the general HR assignment group. We have another rule that runs when:
Recipient contains payroll@testorg.com
And it creates an HRC in the Payroll assignment group.
Today we received an email to payroll@testorg.com with individuals also on the recipient list, however no other group email. The rule that ran was for the HR assignment group case. Looking at it more, one of the usernames on the payroll@testorg.com email is blihr, so their email is blihr@testorg.com. Technically that contains hr@testorg.com, which is why it triggered the HR assignment group rule and not the Payroll one.
I'm sure I could change the order the rules run and have the Payroll one before the HR one, but is there a better way to solve for this? I know that using Recipient is hr@testorg.com wouldn't run if additional addresses are on the email list, so I would love to hear some thoughts, feedback, and maybe a solution.
Thanks,
Kristian
