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Updating Tickets and Requests with data from incoming messages

Updated in 8.3

Alloy Navigator Express can process incoming e-mail messages and convert them into Alloy Navigator Express objects. Alloy Navigator Express can also update existing objects when a message is part of a thread initiated for an existing Alloy Navigator Express object. For this purpose, Alloy Navigator Express 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.

Threaded messages must contain a special tag. The format of this tag is the following:

MessageID:[ObjectID]#

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

To automate message tagging, Alloy Navigator Express uses the predefined "MessageID Tag" system macro, which inserts the required tag:

MessageID:%[ObjectID]%#

By default, Alloy Navigator Express uses this macro when sending any E-mail Notifications to the requester of the Ticket, Change Request or Approval Request.

  • "Notify requester when Ticket is received" [#851]
  • "Notify requester on Comment" [#852]
  • "Notify requester when Change Request is completed" [#2312]
  • "Invite requester to participate in the satisfaction survey" [#1288]

For example, when the Mail Connector converts an incoming e-mail message into a new Ticket or Request, its macro is used to add the identifier in the notification (typically in the subject line) to the sender of the original e-mail message, who becomes the requester of the new Ticket / Request. All threaded replies to this notification will also contain the identifier, which will allow the Mail Connector to identify the Ticket / Request they are related to. This way, threaded replies will be added to the Ticket / Request as new Activity records.