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
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#.
Great thanks for your help!
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.
Super helpful thanks!
We solved a similar problem recently with the following assumptions using:
Then you can further filter using a condition step to divert paths. In our true logic we then search for an existing record.
