I had a working ruleset (previously) and wanted to reuse it for multiple purposes, so I renamed the mailbox to be a little more generic. The goal is a dedicated mailbox that will always create all tickets and contacts on the specific organization, to avoid contact cross-org mismatch (this vendor supports more than one customer).
Problem is when I did some testing with some additional aliases (all pointing to the same mspint mailbox), the ticket was not being created in the correct filtered account, and was instead trying to match to the account based on my sending email address – specifically the thing we were trying to avoid. I’m not sure why this started failing.
Here’s the create ticket rule which has the correct ID in the filter, and even shows the correct ID as the default account above.
Unfortunately, there isn’t anything currently in history (within last two months), which shows the rule previously matching and work.
@travis Any reason why the account filter might be not finding the correct account, and then even when being told what default account to use, it still doesn’t?
Following up to my own post, I changed it from Account Number to ID and now it’s matching the filter as expected.
We had several rules like this with Account Number instead of the ID, that I thought were working, but maybe they weren’t, yet were still showing up on the default account I specified and so it wasn’t noticed.
Glad you found the issue. I agree with your assessment: the Account Number is a free-form field you can enter within Autotask and choose any arbitrary “number” (it can contain numbers, letters, spaces, etc).
The id field is the integer assigned automatically by Autotask that represents the entity.
My little pro-tip:
I use Account Number to populate an abbreviation for the customer (customer “Acme Widget Company” might have account number “AWC”; customer “MSPintegrations” might have account number “MSPi”; etc).
Then, I can use that field to match something that I want to send manually to MSPintegrations. For example, I can create a rule that allows me to prepend the account number to the beginning of the email subject and create a ticket for the customer.
I’d email with a subject line “AWC Needs their servers rebooted on Tuesday night”, and the rule would extract “AWC”, query Autotask, find the AWS account (“Acme WIdget Company”), and create a ticket assigned appropriately.
