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..