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  • The application matches the Ticket ID to an existing ticket, if the subject line contains the Case number with a ticket identifier. The action that is taken depends on the matching criteria. 
    • If the email refers to a closed ticket. 
      The application uses the communication template to email the sender that the ticket has been closed.
    • If the email refers to a ticket with any status other than closed.
      The application appends the message body to the ticket. The application also sends a notification to the ticket owners.
    • If the email refers to a ticket that does not exist.
      The application uses the communication template to email the sender that the ticket does not exist.
    • If the ticket is open.
      The application updates the ticket and the email is attached.
    • If the email subject line contains the words Get Status. For example, the subject can be "GetStatus CASE#100-10" or  "GetStatus SRQ#100-10".
      The application sends an email with the ticket status to the sender.
    • If the email subject line contains the words Automatic Reply. 
      The application does not generate a new request.
    • If the subject line contains more than one ticket identifier.
      The application acts only on the first ticket.

    • If the email subject line is empty:

      The application will not create a ticket and that request will be discarded. 
    • If the email does not contain an identifier.
    • The application creates a new ticket.
    • The supported keywords in the subject line of incoming emails are Case, Ticket, Service Request, Incident, Problem, Change Request, Task Ticket, SRQ, INC, PRB, CHG, TSK.
    • If the subject line matches an existing Change Ticket (CHG# Valid Case-Ticket ID), the application uses the subject line to identify the approval notification. 
      Examples of the subject line text are,  Problem ticket#---, Service Request#---, Incident ticket#—, RE: INQ_CHG#---, INQ_SRQ#----, INQ_INC#-----, INQ_PRB#-----, INQ_TSK#-----, RE: TSK#---, SRQ#----, INC#-----, CHG#-----, and PRB#-----.
    • If the first word in the message body is Approved or Rejected in any supported languages.
      The application updates the Approval Comment on the ticket and modifies the status of the ticket. The application appends the message to the ticket as a communication.
    • If no matching keyword is found, the application appends the message to the ticket as a communication.
  • If the subject line does not match any of the specified conditions, the application creates a ticket with the subject line as the description of the ticket. The application uses the body of the email message as the ticket details. The application adds the attachments that it receives with the email to the ticket as an attachment.

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