Outlook server rule that stops auto-forward to CHATS for internal domain.
Summary: Our department added in Outlook server a rule to prevent CHATS interface of creating incidents for one specific email.
Before the rule implementation CHATS created incidents for internal and external domains, after the rule was added in the Outlook server CHATS stopped creating any incidents for that specific email for external domains. I receive the email incidents in the mailbox, while CHATS doesn't create an incident with any external domain.
I did remove existing rules after that and added new rules to process the incidents. The experiments were not successful.
What can cause such an issue?
Content (required): Checked Business rules and there are no conflicts or issues. Nothing is duplicated all states, processes and functions are in place and the email is listed as appropriate for the functionality.