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Subject filtering in mailboxes is not working
Answer ID 4518   |   Last Review Date 07/30/2019

Why are incidents still being created, even when matching the discard list?

Environment

Mailbox configuration
Oracle Service Cloud

Issue:

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.

Resolution:

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.

Cause:   

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.

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