We often create tickets for a third-party company, that always strips down subject from our emails to a format such as this
- “Your response has been received for Ticket T1234567”
- “Ticket: T1234567 has been updated.”
- “Ticket: T1234567 Set to Work in Progress”
Since it does not match our default SR Prefix “Regarding Service Record #1,234”, a new ticket is created for every email they send to us. We would prefer if those emails were kept in the same service record, without having to manually merge them.
It does require a non-trivial workflow, that I am not sure if possible with current SysAid functionality without having to change our own idPrefix:
- Parse the subject and if it comes from sender it@example.com , extract their ticket number /A[0-9]{7}/ or /Ticket[:]{0,1} (A[0-9]{7})/
- Find another SR that includes that ticket number in the subject
- Merge or add received email to that SR.
Best answer by Maayan Karstaedt
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