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1. Re: Odd behavior while using Mail Manager to map the email Attribute "From" to an Object Attribute "Notes.From"...
CHINKS Aug 9, 2018 4:11 AM (in response to CHINKS)problem posting this discussion...
I would expect the process audit execution order to be:
1 'Open' (status)
2 'Status is open' (precondition)
3 'Set Category' (automatic action)
4 'Awaiting Assignment' (status)
What I get is...
1 'Open' (status)
2 'Status is open' (precondition)
3 'Set Category' (automatic action)
4 'Awaiting Assignment' (status)
5 'System User' (Precondition)
6 'Add Note' (MANUAL action)
7 'Awaiting Assignment' (status)
Why is a manual action forced to execute when a ticket is created via Mail Manager (with the From field mapped)?
So...
After I removed the mapping - the process behaves normally and stops at "Awaiting Assignment" status.
Thanks for any advice...
Colin Hinks.
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2. Re: Odd behavior while using Mail Manager to map the email Attribute "From" to an Object Attribute "Notes.From"...
Julian Wigman Aug 10, 2018 6:33 AM (in response to CHINKS)CHINKS So the suggestion is that the CREATE action of inbound mail ALSO runs attempts the Add Note function you would expect from it in UPDATE "mode" when it is meant to add a note.
Does it actually add a note BTW?
I'm assuming here you have the mappings setup correctly here in the first place and we can rule that one out?
Julian
MarXtar Ltd