Track-It! has inbuilt feature of email conversation, through which it updates the ticket.
This is performed by checking the variable [Ticket-{Ticket - Ticket ID}] either in the subject or in the body of the email.
If this variable exists either in subject or body of the email, Track-It! will append the existing ticket instead of creating a new one as it is the default behavior of Track it.
Also, an additional email is sent through this email conversation feature when Ticket is updated via Email:
- When Requester updates Ticket via email, Technician gets an email from the monitored mailbox informing about the Ticket Update.
- When Technician updates Ticket via email, Requester gets an email from the monitored mailbox informing about the Ticket Update.
Example of the Email Notification:
"The following email was appended to ticket#123 which is currently assigned to you.
This email was received from (Requestor)/(Technician) on datetime stamp "
Any business rules will only trigger after the default email conversation behavior runs.
In the Business Event viewer logs, The System update or Mail listen are the default behavior which takes place first before running any business rule.
We have found certain scenarios where the email body is trimmed:
Scenario 1:
- The email will not append to the ticket if TO address is found in the body of the email.
- Create a ticket with any requestor in the Track-It and assigned it to technician. Allow technician to send an email to Track-It! keeping the requestor email address in the body of the email.
- The email will be snipped from the place where requestor email address is present in the body of the email.
Scenario 2:
- The email will not append to Ticket if From: address that is configured in Track-It! is present in the email body
Scenario 3:
- The email is not appending to the ticket if requestor email address is in the body of email and assigned technician is trying to append the email when requestor email address is present in the body of the email.