ServiceDesk

We have run in to exception errors because of excessively long length of a task title/name. To help reduce this issue with email monitor generated tickets, we inserted some workflow to make sure that the subject of the email is only 100 characters or less.

1. In the SD.Email.Monitor - ProcessMessage Model

This is what the final should look like (or close to.)

2. After the "Text Exists in Subject" component (near the beginning of the model), map the "exists" result to a new LogicBase.Components.Default.Process.TextLength component. I named this "Get subject Length"

• The Input Variable name is 'EmailMessage.Subject'
• The Length Variable Name is 'SubjectLength'

3. Attach the result to a new LogicBase.Components.Default.Rules.CompareNumbersRule component. I named this to "Subject over 100 characters?"

• Set value 1 to a process value of [SubjectLength]
• Set value 2 to a constant value of 100.
  • Map the "Less than" and "Equal to" results to "Is Email a Task Response?" Multipath embedded component.

4. Map the result of "Greater than" to a new LogicBase.Components.Default.Process.ExtractTextFromText component. I named this one to "Shorten Subject to 100 Characters"

• Set the Input Variable to EmailMessage.Subject
• Set the Begin Location to a constant value of 0
• Uncheck Get All Text After Begin
• Set the Length to a constant value of 100, and set the Output Variable Name to "EmailMessage.Subject"
  • Result should map to the "Is Email a Task Response?"