3 Replies Latest reply on Nov 15, 2016 11:36 AM by DarkmatterSFO

    E-mail Mapping

    DarkmatterSFO Apprentice

      I have successfully used e-mail mapping to cause messages coming into our system via a specific email address and then assigning the ticket to a group.

      Right now I am having a problem with a newly created mapping.

       

      Email comes into an account called NewTicket. Via a template the calls are assigned to a group called Helpdesk.

      I just created another  account called Help, and it is supposed to assign to the group called Helpdesk. The ticket is created but the assignment is blank.

       

      Is there a prohibition against assigning two different processes to one group?

       

      I'm on 2016 with an oracle backend..