What I meant is - if the email is creating a new Service Record, the email rules will be applied to it. If this is a continuation to an existing Service Record, then the email rules will be ignored.
What I'm trying to understand is whether the email rules are ignored when you create a new Service Record by replying or forwarding an existing internal conversation, or if they are being ignored when continuing an existing ticket.
If it's the first one, then can you let me know how emails with history enter SysAid? Is it by forwarding the email? I tried recreating the scenario by forwarding an existing conversation to SysAid-integrated email, but the rules were applied successfully.
This message was edited 1 time. Last update was at May. 10, 2015 04:46 AM