MR – SD – Rules for incoming messages – Rules with choice Create in the service enabled – if more than 1 rule is applycable, the service will change according to the latest one
This article is about product releases
ALVAO Service Desk 11.0 and higher
Symptoms
If more than 1 rule with choice Create in the service enabled is applycable on the received message, the service will change according to the latest one rule defined in the WA – Administration – Rules for incoming messages.
Cause
The cause is a bug in ALVAO products.
Solution
Fixed in release 11.0.1264 - 11.0/FIX4 (2022-08-04)
Workaround
Try to change order of rules.
Steps to reproduce this behavior
Rule 1: If the sender is a@test.com and at the same time the subject is etc test, move the request to "Service 1"
Rule 2: If the sender is a@test.com, moves the request to "Service 2"
Attachments
Issue number
T128453ALVAO