11 Replies Latest reply on Feb 9, 2016 2:07 PM by Josh Hester

    RBE:Console , RBE:Message. Incomming emails are getting Rejected - emails not validated

    Miroslav Horvath
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      Hi, We have Remedy 8.1.02.
      Within RBE Console, when end users replies to Remedy, with emails like   RE:  REQxxx or RE:  INCxxxx, the rule works. But the problem is, that the people are not getting validated based on their emails.

      Within the email, the email comes from users where they have capital letters. Like    Jacek.Jemicek@.......

      but within CTM:People form, their emails are without capital letters, like  jacek.jemicek@ 


      The email is rejected, this is the log from the validation process


      Qualification Passed:

      (('Subject' LIKE "RE:%") OR ('Subject' LIKE "FW:%")) AND ('Subject' LIKE "%REQ%")

      Rejected: Auth: No matching People record for Email: Jacek.Jemicek@


      How to configure it, that it will not check email capital letters and will validate users, doesn't matter if its   Jacek, or jacek, or JaceK, .....