How a email appends as conversation to existing request
The application append an email to a conversation based on the below criteria
1. Delimiter
Based on delimiter configured under Admin >> Mail Server Settings >> Delimiter
If the email subject contains a delimiter matching a request ID, then it appends the email as a conversation to the ticket ID present.
2. Message ID
Let's say, a request is raised by User A along with User B in the CC (Request ID: 123). Now, if the User B decides to create a request of their own, but instead of composing a new email if they Reply All to User A's email, clear the subject and User A's email address, and send the request, still it will be appended to the Request 123. This is due to the Message ID present in the email header.
Even though the delimiter is not present, the application recognizes the Message ID with the request.
The Message-ID will be present in the header.
Let me show you the example in real-time using a thunderbird email client.
Let's take
Req1 - Req1@zoho.com
Req2 - Req2@zoho.com
From the sent folder of Req1
From the Inbox of Req2
Now, I reply all from the same thread, remove req1 and add a new subject.
I will use, Edit as a New message to create a new ticket
From Sent folder
New to ADSelfService Plus?
Related Articles
Mail Fetching: Inline Images Dropping Due to Invalid Extension
Issue: The inline image's file name from the email doesn't contain the extension. Example: filename = sys_attachment.dosys_id=5bb0751c8303b5dc96a238226daad371 As a result, the inline image gets stripped during the mail fetching process. The sender of ...Mail fetching - deleted flag issue
This message will be thrown, when you have provided a shared mailbox. The concept here is, SDP MSP reads the mail from the configured mailbox and adds it as a request. During the time, if some other application fetches the mail from the same mailbox ...New request is created everytime when a user is sending mail to closed Request
Issue : New request is created everytime when a user is sending mail to closed or Resolved Request. Cause : In some cases, there will be no workorder id mentioned in the subject and that mail is not sent as reply from user for the notification or ...Mail Fetching: Inability in Decoding 'iso-8859-8-i' Encoded Subjects Results In Mail Fetching failure
Issue: Mail fetching fails when the subject is encoded with 'iso-8859-8-i' due to the inability to decode the subject. This issue occurs across IMAP, POP, and EWS configurations. Issue ID: SD-120959 Error Trace for EWS: ...Email Commands Not working when Mail is sent from user to Application through a Technician Mailbox by Autoforwarding
Issue : Email Command expected to behave such that email command parameters specified only in the latest message is considered for Request Creation Previously before 14001, Email command utilizes whole message content instead of only latest message ...