Administration Guide

Customizing the MessageID Tag

Alloy Navigator can process incoming e-mail messages and convert them into Alloy Navigator objects. Alloy Navigator can also update existing objects when a message is part of a thread initiated for an existing Alloy Navigator object. For this purpose, Alloy Navigator embeds the Object ID attribute in outgoing notifications, typically in the subject line. This way, when a reply is received, the Object ID can be extracted from the subject line of the incoming message and used to look up the ticket (or other object) it relates to.

INFO: For details on processing incoming e-mail, see Processing Incoming E-mail.

Threaded messages must contain a special tag. The format of this tag is as follows:


Note that [ObjectID] is an identifier of an existing object; for example, the Incident with ID=T01234 will have the tag MessageID:T01234#.

Alloy Navigator uses the pre-defined “MessageID Tag” system macro to generate object tags. Unlike other system macros, you can customize this macro—change its suffix and prefix, and choose the position of the object tag in the subject line.

INFO: For details on other system macros, see System Macros.

To customize the MessageID Tag system macro, follow these steps:

  1. From the Sidebar, navigate to E-mail Integration > Outgoing Notifications > MessageID Tag.
  2. In the Prefix and Suffix fields, specify the prefix and suffix for the tag, respectively. The Example field shows how the ID would appear in the subject line.
  3. Choose the option for automatic tag insertion. The tag can be inserted at the beginning or at the end of the subject line of all outgoing notifications.

    If you do not want the object tag in all e-mail notifications, you can turn off the automatic insertion. You will need to customize the subject line of outgoing notifications and manually insert the MessageID Tag macro as a placeholder where you want the object tag to appear.

  4. Click Save.