Why does a business rule with a condition based on message header not fire?
Business rule condition on email header
When you notice an incident that you are certain it should have fired a business rule that has a condition based on the email header, you should always check for the setting EGW_SAVE_EMAIL_HEADERS and see if it is enabled.
When the mentioned configuration setting is disabled the impact on business rules would be:
1. If you do not have a business rule that contains a condition based on the email header and you attempt to create one then the option would not be available => you will not be able to create that condition on a business rule.
2. If you already have a business rule created in this way => meaning that at some point the setting was enabled and afterwards disabled, then the business rule will not fire even if the condition was met.
For more information on troubleshooting rules, refer to the following:
Answer ID 1873: Using the Rule Log to troubleshoot rules