ServiceDesk

I have a new installation of Sd 7.5 SP1

I am processing email from an inbox and sending out email notifications using rules and templates.

The documentation says that any reply to these emails should get associated with the ticket automatically but every reply sent in just creates a new incident.

Looking at the email monitor project it would seem the email should have a {IID xxx} entry when sent out but doesn't seem to contain this.

Any thoughts anyone?

Thanks

Steve

Steve,

That is correct the system won't detect the e-mail is a reply to a ticket without the corresponding identification tag being included in the e-mail reply. Unlike previous versions of ServiceDesk which used hard coded e-mails ServiceDesk 7.5 uses custom e-mail templates created by each customer to fit their needs. It is up to the customer to make sure that the necessary identification tag information is put into the template. This is explained in the documentation.

For incidents you need to make sure that the following code is in the e-mail template body

{IID={$WorkflowTrackingId}}

For Change or Problem it would be {CID={$WorkflowTrackingId}}  or {PID={$WorkflowTrackingId}}

Hi,

Thought as much and had almost got to putting this in myself and trying it. However it is not what it says in the documentation which is misleading. Thanks for the advice though

Cheers

Steve