1 Reply Latest reply on Aug 7, 2018 9:25 AM by crispr_bacon

    Email header Thread Index analysis for new email messages

    dimaidm Rookie

      Hello Ivanti forum,

       

      Please advise if there is a possibility in Ivanti Service Manager to analyze the headers of incoming emails (mainly the Thread-index part) with aim of adding an actual new email thread as a new Journal email item rather than the new ticket?

       

      What I exactly mean is:

       

      - Someone sends an email to Ivanti Service manager from Outlook putting someone else in CC

      - Ticket is created with a specific ID in Ivanti SM

      - If person in CC replies to all from his/her Outlook to that email, another separate ticket with different ID will be created in Ivanti service manager

       

      The expected bahavior would be:

      - Someone sends an email to Ivanti Service manager from Outlook putting someone else in CC

      - Ticket is created with a specific ID in Ivanti SM

      - If person in CC replies to all from his/her Outlook to that email, Ivanti SM analyzes the Thread index within the header of those emails, finds a match and automatically creates all emails sent from persons in CC as new journal records of the original ticket, rather than creating a new ticket per each reply of CC'd person

       

      Thanks.

        • 1. Re: Email header Thread Index analysis for new email messages
          crispr_bacon Apprentice

          The default email listener only looks at the subject line to try to match the ticket. If the subject line is not in the correct format, a new item will be created instead. Thread index is not used.

           

          You may be able to get something working with XSLT, but I have doubts that would work.

           

           

          OOTB:

          The application sends out an email with the subject: "Incident# 11117 has been logged for you"

           

          If you reply to this without editing the subject... "RE: Incident# 11117 has been logged for you"


          The application will first see Incident# and know this is for Incident, it will then parse the number after the space to get the ID. So this reply would link back to Incident 11117.