Hi community!
I've previously requested help for a similar issue, and had thought I was done with the assistance provided by vinothkumar but there's still one situation that's not giving me the result we need.
Background is that we're working on a new way of working where we do not want to accept incoming emails anymore to create new tickets. This to cut back on agent time having to go back-and-forth with the client to get all the information needed to properly process their requests, and also to cut down on security leaks, not using emails anymore.
The issue is specifically about forwarded emails.
Situations as follows:
- Client forwards an email to us that has no watermark(reference) to an existing ticket > Needs to send a reply to sender that their email will not be processed, and no new ticket created.
- Client forwards an email that has a watermark(reference) of active (open) ticket in body > Ticket updated.
- Client forwards an email that has a watermark(reference) of inactive(closed) ticket in body > Ticket worknoted and client gets reply that they need to create a new ticket via portal.
2 & 3 I got working thanks to the script provided as mentioned earlier. However in situation 1, the email is processed into a new ticket. See mailbox processing result of testing below:
And here is the Inbound Action that I use for Forwarding.
Basically I am looking for a way to skip this rule when there's no existing ticket found, so the next Inbound Action rule can be triggered, which is to send an auto-reply and not process the ticket. Or, if there's a different way to not (ever!) have Forwarded emails create a new ticket, that would be good, too.
Thank you in advance!
If you tried to edit the one that was there, that I mentioned above, then on the first tab, please make sure it's set to Type forward, instead of New (which is what it would have been OOB):
Please mark reply as Helpful/Correct. Thanks!
Hi Allen, thanks for the advice.
Make sure the "Update Incident (forward)" rule is set to type Forward - It is:
You must have another inbound action for Incident able out there, that's active and inserting new records. - I do, but that is for New only, and has exceptions to it to only create incidents for specific accounts. Also, I don't think it's another rule creating the ticket as the log clearly says that it has created the ticket according to the "Update Incident (forward)" rule, and it has been classified as type "Forward":
Any clues?
EDIT: I have deactivated all OOB rules and created my own from scratch to make sure I started with a clean slate, before I begun this project.
