Topic
Smartaction replies with an Outlook signature get deleted from the Inbox, but the corresponding workflow instances do not move to the next step. If the Outlook signature is removed from the reply before it is sent, the reply is processed successfully, and the workflow instance can proceed to the next step.
Instructions
Please check that there are no rules on Exchange that could be deleting emails due to certain keywords that may be included in the Outlook signature.
You may follow the steps below for a quick way to test this:
- Stop the K2 server service.
- Send a Smartactions reply with an Outlook signature. You may use wrong/fake serial numbers, as K2 should still receive the email but fail to open the worklist item, which is fine for this test.
- After sending the email, wait 2-3 minutes, then check the Smartaction account's inbox to see if it is still there or is now in the Deleted folder.
If you see the reply in the Deleted folder even while the K2 server service is not running, then this confirms that there is a rule for deleting the email before the K2 server can process it.