I have a mailbox and I want Issue Tracker to monitor and process only emails that are related to existing tickets. And leave the new emails intact. Is this functionality possible?
Yes, you can have a mailbox monitored to only process emails that are related to existing tickets. Such emails are often replies to existing tickets, and you can easily make out, by the presence of the ticket ID in bracket in the subject eg. [CMA-123]. New incoming emails (not related to existing tickets) will stay intact in the mailbox and only those with the ticket ID in the subject will get updated to the corresponding ticket item in the SharePoint list.
1. Go to Issue Tracker > My Options > Ticket Automation.
2. Choose Exchange Mailbox or email-enabled Public folder option.
3. Associate a default value for each of the drop down field such as Problem Category, Type and Status. You can also choose a default technician from the address book to assign to the new ticket. You will also need to specify the destination SharePoint list, under which the tickets raised from the emails of this mailbox/folder will be stored and choose ‘Update’ option from ‘Ticket mode’ drop down list.
In the ‘Ticket Mode’ drop down, there are three options to choose – New, Update and Both.
If ‘New’ option is selected, Issue Tracker will automatically raise tickets from new incoming emails from this monitored mailbox or folder.
If ‘Update ‘option is selected, Issue Tracker will only process new incoming emails that have the ticket ID in the subject and accordingly, it will update the associated tickets in the SharePoint.
If ‘Both’ option is selected, Issue Tracker will update the existing tickets as well as generated new tickets from new incoming emails.