Topic by Tome Alchinov
Hello!
I have a question with regard to incidents created by techmail.
The problem I'm trying to solve is that customers are sending techmail to certain advertised addresses, however, these are then routed externally into RightNow which uses fewer inbound mailboxes. Currently the system is using business rules to read the email header and then assign the outbound mailbox so that when an agent replies to the incident, the end customer will receive a response from the address they sent their query to.
This is becoming hard to maintain as the advertised external addresses number in the thousands, and there needs to be a separate business rule for each of these outbound mailboxes.
I have been going through the Connect PHP documentation and was thinking of automating this procedure with a custom process that would run on incident creation. Once the incident is created, I pass it to the custom process and check Incident -> Threads -> MailHeader for the "To:" address the email was sent to.
Would the correct way of handling this be to assign the address found in the email header to Incident.Mailbox? The documentation on this field is a bit unclear to me (Incident.Mailbox - ID of mailbox from which incident was created). Or would I need to create a custom field to store this address and then use a business rule that checks this field and assigns it to the outbound mailbox? In case of the latter, how can I be sure that the custom process would run before the business rule so that the custom field is populated with the correct address?
Perhaps there is a completely different approach to this that I haven't thought of, so please let me know 
Thank you.