Forum Discussion

AGinn1's avatar
AGinn1
Qrew Trainee
2 months ago

Outlook Pipeline

Hello, I'm trying to create a pipeline in a help ticket app that only creates a new ticket record when a new email comes through the outlook mailbox.  The problem I'm running into is it creates a new ticket for every reply.  I only want the ticket to reflect the original email request so we can manage the app better.  I've tried filtering by subject line containing "RE:" or "FW:" and it doesn't work.  Any help is greatly appreciated!

Andrew

Pipelines
  • MarkStrassel's avatar
    MarkStrassel
    Qrew Cadet
    2 months ago

    It might involve some user training, but what if you append the ticket# to the email, then have the pipeline search for that existing ticket#?  Most ticket systems seem to have the ticket# either in the subject line or maybe at the bottom of the body and it always says put your replies above this line or include the ticket#.

  • MariaPeralta's avatar
    MariaPeralta
    Community Manager
    2 months ago

    I agree with MarkStrassel. You need a unique identifier. If you can ensure that the [Record ID#] of the original ticket is always at the end of the subject line then you can have a lookup that defaults to the parent ticket. 

    For example, if your app has two tables: [_DBID_TICKETS] and [_DBID_EMAILS] where [_DBID_TICKETS] is the parent to [_DBID_EMAILS] you will have a [Related Ticket] field. You can have a formula field that searches for the characters in your subject line that come after the "#" character. So your subject reads, "Re: FW: FW: FW: App on fire! Ticket #123456" 

    Your formula logic starts like this: 

    Right([Subject], "#")

    This returns everything after the "#" character

    Then we compare this to the [Related Ticket]:

    If(
  Contains(
    Right([Subject], "#"), [Related Ticket]), 
  True, False)

    Now if this returns True, then apply the Right([Subject], "#") value to the [Related Ticket] field. 

    At least this would be how I would have started approaching this problem. Hope it helps get some ideas flowing. 

     

  • Mez's avatar
    Mez
    Qrew Assistant Captain
    2 months ago

    We solved a similar problem recently with the following assumptions using: 

    • initial email will only come from the system - either @service-now.com or @adobesign.com
    • subject is interrogated using regex for two targets: 
      • does not match regex ^(?:Re: | Fwd: | Fw: )
        • subject starts with one of the above
        • non-capturing by using '?:'
      • contains an ID in form of CW#
        • matches regex (CW\d{1,8})
          • capturing - we need this data to either enter into the record or use as a search value
    • has attachments

    Then you can further filter using a condition step to divert paths. In our true logic we then search for an existing record.