Incoming Email Routing Improvement

We've made some improvements on how incoming emails are routed if they're being sent in to a now-closed Action, so it's gets to the right place and be more easily seen and dealt with.

Initially, if an incoming email was sent to a closed work item, it would be attached to the parent work item. For example, if case C has a closed action A1 and the email is sent using A1 as the subject, the email would be attached to case C.

With the updated logic, the system now behaves as follows:

1. It will first check the other open actions. If it finds an action which has the type of “Manual”, “Peer Review” or “Send Email & Wait”, it will attach the email to that action and not the parent case.

2. If there are multiple open actions present, the email will be attached to the latest updated action.

For example, let’s say we have a case C with 3 actions: A1, A2 & A3.

• Out of these 3 actions, A1 is closed & A2 and A3 are manual actions.

• A service recipient sends an email in to A1.

• As per the new logic, it will be attached to A2 or A3, depending on which action was updated last.

Note: The logic is only applicable for action types: “Manual”, “Peer Review”, and “Send Email & Wait”. If in the same above example, A2 and A3 are OCR, RPA, and External API Actions, the email will be attached to the parent case C (just like the old system behaviour).