Why do my rules not assign incidents to the proper queue on my upgrade site?
Business rules, Mailboxes, Update, Versions August 2013 and newer.
As part of the makesafe process upgrade sites have their mailboxes disabled from sending or receiving mail and ALL email addresses have ".invalid" appended.
If a mailbox is not enabled for outgoing mail it will not trigger business rules. Refer to Unknown or Disabled item in incident rules mailbox condition.
This may affect queue routing as many incident routing rules are set up as follows:
Mailbox = Customer Support Mailbox 1
Set Queue = US Shift One Queue
Therefore all mailboxes used by the product must be enabled for both incoming and outgoing mail before Update Acceptance Testing (UAT) occurs on the site.
To enable incoming mail:
To enable outgoing mail:
Since all email addresses have ".invalid" added, rules may not fire as designed. Refer to All email addresses are invalidated on an upgrade site. You may have to review your rules and make changes to any rule that has a condition such as:
incident.Email Header matches regular expression firstname.lastname@example.org