Mail conversation problem in SD v7 ?
Hi !
Something strange happens when I do �conversations� by mail on a request in SD v7. The user mails in a problem and a request is created and everything looks fine. I reply to the user with the �reply� button that you can find in the request. Now the user replies back to me from his mail client and it adds as it should to the correct request (request id).
Now is when the problem starts. I now press the reply button that is under the requesters last reply and send the reply. Now the requester gets the mail but the reply I just did send does not add to the �conversation history� in the request. If now the requester responds to me again the mail disappears. It does not add to the request (request ID) it should nor does it create a new request so it is gone. I tough have an ide what seams to be a part of the problem (bug), when I reply the first time the subject line is like:
"Re: [Request ID :##9##] : problem"
(it looks like this when it works both ways)
Then when user replies to me and I will reply him the second time the subject line looks like this:
"Re: [Request ID :##9##] : Re: [Request ID :##9##] : Problem"
(It seams that it is when subject line looks like this it does not get added to the conversation history any more)
I get double request id numbers in the subject line, I think its some where here the problem starts. At least it is safe to say that when a technician replies the requester the second time the mail �conversation� is getting real messed up.
Can I have configured something wrong or is this a bug ?
Thanks in advance !
Best Regards Mattias
PS I use Lotus notes mail clients and server. DS
Something strange happens when I do �conversations� by mail on a request in SD v7. The user mails in a problem and a request is created and everything looks fine. I reply to the user with the �reply� button that you can find in the request. Now the user replies back to me from his mail client and it adds as it should to the correct request (request id).
Now is when the problem starts. I now press the reply button that is under the requesters last reply and send the reply. Now the requester gets the mail but the reply I just did send does not add to the �conversation history� in the request. If now the requester responds to me again the mail disappears. It does not add to the request (request ID) it should nor does it create a new request so it is gone. I tough have an ide what seams to be a part of the problem (bug), when I reply the first time the subject line is like:
"Re: [Request ID :##9##] : problem"
(it looks like this when it works both ways)
Then when user replies to me and I will reply him the second time the subject line looks like this:
"Re: [Request ID :##9##] : Re: [Request ID :##9##] : Problem"
(It seams that it is when subject line looks like this it does not get added to the conversation history any more)
I get double request id numbers in the subject line, I think its some where here the problem starts. At least it is safe to say that when a technician replies the requester the second time the mail �conversation� is getting real messed up.
Can I have configured something wrong or is this a bug ?
Thanks in advance !
Best Regards Mattias
PS I use Lotus notes mail clients and server. DS