Issue with auto site association when setting up support group email id
Hello,
I have an issue with SDP MSP related to automatically setting some key fields values.
I have created multiple support groups and for each I designated unique Group email ID which is an alias of email account used to fetch the email messages. The goal is to automatically set the WO's Support Group.
Along to this, I enabled auto-assign technicians in order to assign techs according to their Support Groups.
At the same time, I have multiple accounts with respective site(s), and for each account, I configured a Domain Name under E-mail categorization so that the system can associate the received WO with a site automatically.
The problem I have is that the system is setting the support group and tech assignement correctly, but is no longer associating the appropriate site. However, if I remove the Group Email ID, the site association works correctly, but of course I no longer have automatic selection of Support Group.
Is that a bug or have I missed something?
Running version 8.3 Build 8305
I have an issue with SDP MSP related to automatically setting some key fields values.
I have created multiple support groups and for each I designated unique Group email ID which is an alias of email account used to fetch the email messages. The goal is to automatically set the WO's Support Group.
Along to this, I enabled auto-assign technicians in order to assign techs according to their Support Groups.
At the same time, I have multiple accounts with respective site(s), and for each account, I configured a Domain Name under E-mail categorization so that the system can associate the received WO with a site automatically.
The problem I have is that the system is setting the support group and tech assignement correctly, but is no longer associating the appropriate site. However, if I remove the Group Email ID, the site association works correctly, but of course I no longer have automatic selection of Support Group.
Is that a bug or have I missed something?
Running version 8.3 Build 8305