Hi Experts,
I have configured ERMS. I am creating Service Request transaction manually with an inbound email, then inserting tracking id and sending responses. When an email is received with a Service Request tracking id, I intend to route the Service Request to the Responsible Agent. I have set up routing rules to route these emails to “Service Request Responsible” if a Service Request Tracking ID exists in an email. I see that the Agent ID is correctly displayed in the Email workbench and the worktime container. The fact base clearly shows that the Employee Responsible of the Service Request was found. But the email is getting routed to agent inbox with BLANK Employee Responsible.
Does anyone know what could be causing this?
Regards
Mike
