Fallback Email Route

We've made a change in v2022.5 to help reduce the number of unprocessed incoming emails. This involves an additional Builder setting - a mandatory Fallback Email Route which must be set for the primary email address of each Email Mailbox in your system.
This will ensure that any mails arriving to that connector which don't get handled by the various email routes configured will at least be handled by this fallback and will kick off the Case or Ticket it routes to.
Fallback Routes are defined in the Email Connector popup in the Email section of Builder. When setting a fallback route you can define:
  • The Work Item that should be created for an email coming into that connector (if not picked up by any other email routes), i.e. the specific Ticket or Case.
  • If Automated emails can be sent as acknowledgements when the work item is created.
  • If it should only create Test Work Items.

Behaviour after upgrade to v2022.5

After your system has been upgraded to v2022.5, Email Connectors which do not yet have a fallback route defined will still work, and as such would still potentially allow some incoming emails to be unprocessed if they are not picked up by any of the existing email routes. However, you should be aware of the following when configuring Email Connectors after upgrade:
  • Any NEW Connectors which you create MUST have a Fallback Route specified in order to be saved and set live.
  • Any EXISTING Connectors which you EDIT MUST also have a Fallback Route specified in order for you to save your changes. The Save option will be disabled until you have specified a fallback route.

Auto-Selection of Fallback Routes during Upgrade

During the upgrade to 2022.5, Enate will assess all the existing Email Routes for each Connector in your system attempt to automatically set one of these for each Connector as its fallback route. In order to qualify as an acceptable fallback route, the email route must meet the following criteria:
  • Its email must match the primary email address or be set as a catch-all '*' wildcard.
  • No additional Routing Rules must exist for the Email Route.
  • It must have a Ticket or Case route already defined for it.
  • It must already be the last route in the ordered set of Routes for that Connector.
  • It must already be Enabled.
If an Email Route for a connector meets the above criteria, its route settings will be added to the Connector (displaying in the Connector details popup), and certain aspects of the Route's configuration will become locked down, in order to ensure it remains as the fallback route. See section below for details of this.

Manual Creation of Fallback Route for a Connector

To add a fallback email route to an existing connector, click to edit the connector and then choose the Customer, Contract, Service and Process in which you want work items to be created in via your fallback route.
You can also choose whether you want to send automatic emails (such as request acknowledgement emails) to the work item's contact when a work item has been created via the fallback route by selecting the 'Send Automated Emails' option.
You can also choose whether you want your fallback email route to only create work items in Test Mode by selecting the 'Only create work in test mode' option.

How Fallback Routes subsequently display in 'Routes' section

Whether it be as a result of auto-selecting during upgrade, or manual definition of the email route afterwards within the Connector, the email routes which have been specified will then show in your Email routes section with some specific impacts. Details of this are as follows:
  • These routes will always display at the foot of the Email Routes list
  • The Routing Rule will be set to read-only
  • The Email Connector will be set to read-only
  • The 'Enable' setting is set to ON, and is read-only