Emailing Notes to Existing Incidents

Version 1

    Details

    PROBLEM
    There are a number of prerequisites that must be met in order for LiveTime to accept notes that are emailed to the system and have those notes appended to the request referred to in the subject line.

    ENVIRONMENT
    LiveTime

    RESOLUTION

    In order for an emailed *note* to be accepted and added as a note to an existing request in LiveTime:

       1. The sender of the email *MUST* be a registered user of the LiveTime installation and their email address must match either the email address on their account or one of the email aliases defined for their account.

        2. The Email subject *MUST* contain ONE of these strings: (Request type, followed by the request number.) Incident #{INCIDENT NUMBER} Change Request #{INCIDENT NUMBER} Service Request #{INCIDENT NUMBER}


    Resolution

    PROBLEM
    There are a number of prerequisites that must be met  in order for LiveTime to accept notes that are emailed to the system and  have those notes appended to the request referred to in the subject  line.

    ENVIRONMENT
    LiveTime

    RESOLUTION

    In order for an emailed *note* to be accepted and added as a note to an existing request in LiveTime:

       1. The sender of the email *MUST* be a registered user of the  LiveTime installation and their email address must match either the  email address on their account or one of the email aliases defined for  their account.

        2. The Email subject *MUST* contain ONE of  these strings: (Request type, followed by the request number.) Incident  #{INCIDENT NUMBER} Change Request #{INCIDENT NUMBER} Service Request  #{INCIDENT NUMBER}