AWBS helpdesk tickets are being discarded by the parser

[hxc]

Got a strange problem here. We're using AWBS v2.7.3. Contact forms are being received and processed just fine. However, support tickets make it to their repective POP accounts, but when Cerberus 4 retrieves and parses them, they simply disappear.

Contact form subject example:

{{CF-11}} Contact Form Submitted at http://myhostingcompany.com

Support ticket subject example:

Ticket {{HD-1003}} Site Publishing Information

Both originate from the same email address and only one parser rule is used to route them.

Obviously, this is causing a great deal of grief for everyone involved. Any ideas?

[jstanden]

Hey there!

Would you mind sending me the message source of one of those failing messages in your POP3 account? You should be able to set up Outlook or Thunderbird to download the messages without deleting them from the mailbox.

Can you also take a screenshot of your mail routing in Helpdesk Setup->Mail Parser?

You can send the results to support@webgroupmedia.com