Update tickets using third party references

Open discussion about our Alloy Navigator 6 application

Update tickets using third party references

Postby bhx90 on Fri Oct 03, 2014 6:30 am

Hi,

We exchange incident activities with third parties using email.

All works as expected when the inbound update email includes the required MessageID:Tnnnnnn# in the subject line.

We frequently receive updates when the MessageID:Tnnnnnn# is missing which results in a new duplicate incident being created.

Is it possible to update ticket activity based on a third party reference/incident number as we capture this and store it in a custom field.

Does anyone have any other ideas to get around this problem?

Thanks in Advance.
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Re: Update tickets using third party references

Postby eliaslynch on Mon Oct 06, 2014 1:25 pm

When you have two systems, they both have to be aware of the other. If one isn't, the other will get garbage. For instance, let's say you had two AN6 systems.

In system1, in a UDF, you'd record the ticket number from system2 and in system2 , in a UDF, you'd record the ticket number from system1. This way when email would be sent from either system, it would place the MessageID:xxx line, generated from the value in the UDF, in the subject from either system.

That's the only way AN6, via the mail connector, will understand what ticket to update.

I'm not sure if the other system in question has similar capabilities.
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