Pre and Post parser rules not working

[pik20b]

My Email queues are working correctly (i.e., user select a departement, submit a ticket, and it goes to the correct department, etc.)

However, I'm trying to address a scenario where a user may select the wrong department. In this scenario, I'm looking at the domail of the user's email address and using the post parser to redirect the ticket to the correct department.

This is not working. I also tried to pre-parser just for testing and it doesn't work either.

Nothing in the parser log either.

Am I missing some sort of macro setting for this?

Thanks in advance for any help on this.

[supportskins]

Only possible reason is that the mail parser rule is not configured correctly. Can you please mind sharing on how you have set the parser rule? Also are you using email piping or POP3 accounts for each email queue?

[pik20b]

Originally Posted by supportskins

Only possible reason is that the mail parser rule is not configured correctly. Can you please mind sharing on how you have set the parser rule? Also are you using email piping or POP3 accounts for each email queue?

I've uploaded a pdf of the Test Rule I'm working on. The 'General' department has a successfully working Email Queue. I'm using POP3 accounts for our Email Queues.

If a user selects a Department with a valid Email Queue, that works fine. The user gets the auto-response message successfully and the ticket get routed to the proper department.

I'm trying to override this with my Test Rule.

Eventually, we want to disable the Department selections and just use a user's email domain to route their request to a particular Department.

[supportskins]

There is nothing wrong with your Parser Rule. It looks okay. Check the AuditLog of the ticket created using this email, does it reflect any changes conducted by the system?

[pik20b]

Originally Posted by supportskins

There is nothing wrong with your Parser Rule. It looks okay. Check the AuditLog of the ticket created using this email, does it reflect any changes conducted by the system?

Thanks.

It is only showing 'New Ticket Created by ...'.

[supportskins]

Thats wierd. I suggest you contact Kayako with your login details as it would be required to personally view the issue and hence fix it. We have no issues in looking into the issue if you can are comfortable in providing us with the admin login details and the URL to your helpdesk.

[pik20b]

Originally Posted by supportskins

Thats wierd. I suggest you contact Kayako with your login details as it would be required to personally view the issue and hence fix it. We have no issues in looking into the issue if you can are comfortable in providing us with the admin login details and the URL to your helpdesk.

Will do. Thanks.

[supportskins]

Not a problem