pasted emails sometimes no ticket is made

[helpdesk@itass]

Sometimes when I paste an email in outlook from one email box to the box that pickups mails and take it in the ticket system the program don't make a ticket out of them.

When I send the email directly to the according email box it works.


It seems it's only happens when I paste the mail from another box to the ticket system box.

What could be the problem here and how can I resolve this issue.

[supportskins]

Does the mail parser report any error?

[helpdesk@itass]

Yeah we have found the problem. Problem was the destination email didn't match any email queue or parser rule. After we added the mail adress to the parser rule this problem is gone.


However we have one more issue.

We have two Email queues one name and one name-de but if I paste a mail in outlook in the name-de then the ticket is maded in the department group of the name and not from the name-de.

When I send a mail directly to the last one the ticket is made in the right group.

If I look in the parser of the pasted mail it was processed by the mail queue of name and not name-de.

[supportskins]

What is the from address used in the pasted email?

[helpdesk@itass]

From the user who sended the mail in the first place.

[supportskins]

Sorry my mistake. What is the "To" email address set as - .de one or the other one?

[helpdesk@itass]

Destination is the box I pasted the mail from.

Email Queue is Name box so not the Name-de one. That's kinda weird sins I really pasted the mail it self in the name-de mailbox.

Edit
We made a workaorund. Sins it's the meaning that mail that contains .de must go to that Department we made a parser that does that. So now when a .de mail is comming in and pasted in the namede box it still goes to the right appartment.

[Casey Rousseau]

Look at the order of your parser rules.