Hi,
We have a customer who is using his own ticketnumber in the subject, and not the one provided by us. So every update they send to us on a ticket creates for us a new ticket, which generates an autoanswer with the ticketnumber and which we have to merge with the original one.
Because their ticketnumber always has the same format, I was wondering if it was possible to use their ticketnumber to decide if this is a new ticket or an existing.
The procedure should look like this
Subject contains “ABCXXXXXXX” (where XXXXXXXX = ticketnumber).
If yes à is there already an existing ticket with the ticketnumber in the subject.
If Yes à add mail to the exisiting ticket
If No à create new ticket
If no à create new ticket
Met vriendelijke groeten,
Luc Van den Abeele
Technical Consultant
Uilenbaan 80 · 2160 Wommelgem
Tel: +32 3 545 67 83 · Fax: +32 3 545 67 88
luc.vandenabeele@inia.be
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