Why are incidents still being created, even when matching the discard list?
Oracle Service Cloud
I configured my mailboxes to discard incoming messages with certain text in the subject. However, messages with this text in the subject line are still coming through and creating incidents.
Make sure all trailing spaces and returns (lines) are deleted in the Discard fields in the mailbox configuration.
Note: Do not leave extra spaces or returns within the filter field.
Extra returns at the end of the list in the Discard Subject list. The discard fields are sensitive to extra spaces and returns so be cautious when adding entries to these fields.