8 Replies Latest reply on Oct 31, 2017 1:06 PM by WARRIOR

    E-mail Mapping


      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..