We ran into an exception this morning. An email with a voicemail attachment was processed, but threw an exception when including the original email and MP3 audio as attachments to the Autotask ticket. the resulting ticket attached to the correct account, but also left the contact information blank, which it successfully matched per the history. What went wrong here?
Hi @ThatOtherGuy ,
Thanks for posting here!
I looked at the log you provided (Thank you!) and I see the issue.
In the rule that processed this email (here), the ticket was created by step 8 “If Unkown Ticket Is Not Created”.
Then, step 9 attempted to add attachments to the ticket stored as custom.ticket.id, as you can see here:
The reason this failed is that Step 8 didn’t store the ticket it created, so custom.ticket.id was not populated for step 9 to use.
The fix is simple: modify step 8 and store its result as custom.ticket:
I hope this helps! Please let us know if you have any other questions.
Thank!