versaSRS Knowledge Base

 

 

Routing Rules - Troubleshooting

Article ID: Q731576

Category: FAQ - How To

The information in this article applies to:

  • versaSRS
  • Routing Rules
  • Routing Rule

I created a Routing Rule that doesn't appear to be doing what I want it to.

1. Check if ApplyCustomRoutingRules is set to True in the Global Settings. If you know for certain that this setting is enabled skip to point 3.

ApplyCustomRoutingRules

2. If it is set to False change it to True and click Apply. Restart the versaSRSMailIn Service via the System Info window or via the Services application directly on the server (this takes several minutes).

System Information restart versaSRSMailIn

3. Access the MailIn Log through the System Info window.

System Information view Log file

4. Look for a line that reads "Call will be logged based on Custom Routing Rule," if this line is not there your Routing Rule is too specific and hasn't picked up the email. This is probably due to not meeting all the conditions, if you have words in the body, and words in the subject checked as conditions those words have to be found in both the subject and body of the email to be routed.

versaSRSMailin Log Routing Rule Match

5. If the line is there but doesn't show the correct routing rule name then a different rule is picking it up. Routing Rules are checked in ascending order, the older rule needs to be removed or changed in order for the one you've created to work.

6. Check that the FROM and TO Conditions do not contain trailing whitespace in the email address(es). This issue will only happen in versaSRS 7.1.5 and below, it has been addressed in version 7.2.0 up.

158 Stop SPAM Logging a New Case

414 Prevent Email Loop Creating Multiple Cases

437 Routing Rule for a Specific Team (Spam)

585 Inter-Team Case Communication

593 Routing Rules - Reordering

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Last Reviewed: 05/06/2024
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Last Reviewed:
05/06/2024

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