Request-ID inside a Message for correct Assigning
Good Day
I have some
thought of how the Request-ID works and what could be improved from my point of
view.
As far as I
know Messages are only assigned to the correct Ticket if the Request-ID. is
inside the Subject of an E-Mail in the Format #Nr.#. For us it would be great
if it were also possible that a Message is assigned if the Number is inside the
Message itself and not only in the subject.
Furthermore,
it would be great if we could have multiple options for editing the Ticket-Nr. I
know that the # can be exchanged with different symbols(!, @, #, $, %, ^, &).
The format #Nr.# is for us not very convenient. In addition, it is confusing because
in the Request-view the Request-IDs are displayed without the #. Only the Nr. whereas
if you open a Request, the Request-ID is shown in the format #Nr. For our use,
a Request-ID like INCNr. (for example INC00159) or something similar would be
great.
Another
Problem with the Request-ID is, if you search for a Request-ID, it is only
possible to find it if you type in only the Nr. If you search for #Nr. or #Nr.#
you do not find the Request.
Maybe this
helps you for further development.