Hey there, I have set a filter which is supposed to change the status of the ticket when it goes to a particular email address which is linked to a specific department on my system. It doesn't seem to work at all. What am I doing wrong?
Try changing Equal to Contains.
Will I need to add " around the email address?
I've tried just using Contains and it still doesn't work. 😅
@deanrobertsnet
I don't know what email you're trying to match against, but the Addressee (To and CC) option will not match against System Emails. Looking at the code I can see where we loop through all recipients and if one of the Addressees email matches a System Email we skip them. All non-System Emails should match the filter though.
Here is the code responsible for this:
Just to note, I wouldn't change this behavior as this could break quite a lot elsewhere in the system.
Cheers.
Thanks so much - I've found a workaround by using HelpTopic and automatically assigning ticket status that way!!
