Documentation
    {{docApp.userSession.userId}}
    {{docApp.userSession.userName}}
    {{docApp.userSession.email}}
    Issuer : {{docApp.userSession.issuerInstance}}
    Expires : {{new Date(docApp.userSession.validUntil).toLocaleDateString()}}

{{docApp.title}}

{{docApp.description}}

How can we help?

{{docApp.searchError}}
{{product.name}}

Searching in {{docApp.searchFilterBySpecificBookTitle}}

{{docApp.searchResultFilteredItems.length}} results for: {{docApp.currentResultsSearchText}} in {{docApp.searchFilterBySpecificBookTitle}}
Search results have been limited. There are a total of {{docApp.searchResponse.totalResultsAvailable}} matches.

You have an odd number of " characters in your search terms - each one needs closing with a matching " character!

{{docApp.libraryHomeViewProduct.title || docApp.libraryHomeViewProduct.id}}

{{docApp.libraryHomeViewProduct.description}}

  1. {{book.title}}

{{group.title || group.id}}

{{group.description}}

  1. {{book.title}}

{{group.title}}

{{book.title}}
More...

Ensure routing rules raise or update requests from emails

When you have created inbound routing rules that do not raise or update requests as intended, check your settings. Several settings can cause this issue when set incorrectly, and there are actions you can perform to rectify this.

This article highlights some of the common settings and how they impact the use of emails to automate request actions. Troubleshooting steps are provided to identify and fix issues when inbound emails are not raised or updated by routing rules.

Before you begin

To do this You need this role assigned
Configure routing rules Admin or Super User role
Access mailbox and email log files A dedicated user role created by you

Introduction

Inbound routing rules allow customers to raise requests and subsequently update them by sending emails. For example, you can create a routing rule so that when an email is received with the term “VPN” in the email, a new incident type request is raised.

In order for the rule to work globally and consistently for all intended users, it must be configured correctly.

Troubleshooting steps

If you are experiencing issues with a routing rule not raising a request or updating existing ones, follow these initial steps to ensure that routing rules are set up properly and enabled.

  1. Ensure that the routing rule matches the anticipated email properties, as configured in the rule expression. Routing rules are created in Configuration > Platform Configuration > Inbound Routing Rules in the Emails section of the menu.

  2. Ensure that the rule uses the appropriate Service Manager operation: Raise new request operation

  3. Ensure that routing rules are enabled. This is set on the Inbound Routing Rules page or by enabling the setting mail.autoresponder.enable in Platform Configuration > Advanced System Settings.

    Inbound Routing Rules

If your issue persists, see Common scenarios and useful settings for more detailed guidance.

Common scenarios and useful settings

Here are some common misconfigurations:

The email sender does not have an associated account in Hornbill. In such cases, ensure that these Service Manager settings are enabled (in Configuration > Service Manager Configuration > Application Settings):

  • app.email.routing.rules.unknownUsers.allow
  • app.email.routing.rules.unknownUser.sendRejectionEmail

When these settings are enabled, you must ensure that both:

  • The correct mailbox is assigned in the Service Manager setting: guest.app.requests.notification.emailMailbox.
  • The correct email template is specified in the Service Manager setting: app.email.routing.rules.unknownUser.email.template.

The sender’s email address is associated with more than one Hornbill user account. In such cases, a rule will not process the email.

The request status is set to Closed. In such cases, a rule will not process the email. To allow rules to process emails set to Closed, enable the following settings in Configuration > Service Manager Configuration > Application Settings:

  • For closed service requests: app.email.routing.rules.allowClosedCallUpdates.SR
  • For closed incidents: app.email.routing.rules.allowClosedCallUpdates.IN

Requests are not updated without the request reference ID in the email body and the subject. For updating requests, the request reference must both match the RegEx expression detailed in the Reference parameter and be present in the email subject.

Identifying issues from email logs

  1. Select the email menu icon and navigate to Hornbill’s email inbox: Email Inbox
  2. Select the email that didn’t process as expected, then from the menu bar select the More icon, then select Show inbound delivery log, as shown in this screenshot: Show inbound delivery log
  3. Here you’ll see the delivery log for this email. Scroll down through the log text until you see the log entries for the autoresponder processing the email. This is indicated by the text, mail.autoresponder.enable. This screenshot shows an example: Delivery log The information shown here can help you identify and troubleshoot issues. In the example screenshot, there are no rules with criteria that match the content of the email. Because of this, no routing rules are applied.

Further information

For further information on configuring inbound routing rules and how multiple rules use ordering to work together, see:

  • Version {{docApp.book.version}}
  • Node {{docApp.node}} / {{docApp.build}}
In This Document