3 Replies Latest reply on Apr 13, 2018 7:12 AM by DTurner

    How to include the ID of the Incident in Subject Line?

    FatihaAhmad Apprentice

      Currently, we have configured so that incoming email setup and auto case creation working. But, if a client responds back a question, the system creates a new incident. How to add the communication to an existing Incident?

        • 1. Re: How to include the ID of the Incident in Subject Line?
          DTurner Expert

          Hi FatihaAhmad

           

          It sounds like you are looking for Object Name Mapping. The default pattern is {Incident# <Incident_ID>} this will then attach the email to the specified Incident. You can add custom ones from the Admin UI: Configure > Email Configuration > Servers > Object Name Mapping

           

          We changed our notifications so that the subject included this Incident pattern, and also updated the reply quick actions for the same reason.

           

          Hope this helps

           

          Declan

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          • 2. Re: How to include the ID of the Incident in Subject Line?
            FatihaAhmad Apprentice

            Hi Declan,

             

            Can you advice on "We changed our notifications so that the subject included this Incident pattern, and also updated the reply quick actions for the same reason."

            For now, I set the business rule as below:

            Thanks.

            • 3. Re: How to include the ID of the Incident in Subject Line?
              DTurner Expert

              Of course.

               

              So our aim was to ensure that when customers were replying to emails, that their response would be associated to the relevant record. For this, we needed to amend the subject. Notifications that are sent out can be specific to quick actions, triggered actions or workflows - in this respect, Communication Manager comes in handy (AdminUI: Configure > Communication Templates).

               

              We then went through the notifications and updated the subject where required:

               

              When you open an email on an Incident (or other BO), you are seeing the journal record, so those actions (Reply, Reply All etc.) are from the Journal.Email object, therefore we had to look at the subject for those.

              I wanted to get it formatted in a specific way "RE: <>" but also add checks so that "Incident# <IncidentNumber>" was added if not present and make sure that "RE:" was not added if it was already present. It was a quick fix but I created this expression:

               

              $(if ParentLink_Category == "ServiceReq"
                then if Find("Request#",  Subject) != -1 ||
                        Find("ServiceReq#",  Subject) != -1
                    then "RE: " + Trim(Replace(Subject,  "RE:",  null))
                    else "RE: " + "Service Request# " + [ServiceReq#.]ServiceReqNumber + " " +
                          Trim(Replace(Subject,  "RE:",  null))
                else if ParentLink_Category == "Incident"
                    then if Find("Incident#",  Subject) != -1
                          then "RE: " + Trim(Replace(Subject,  "RE:",  null))
                          else "RE: " + "Incident# " + [Incident#.]IncidentNumber + " " +
                              Trim(Replace(Subject,  "RE:",  null))
                    else "RE: " + Trim(Replace(Subject,  "RE:",  null)))
              

               

              We only have Incident & Service Request live at the moment so YMMV if the above needs to expand.

               

              Give me a shout if you have any more questions

               

              Dec

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