POP Integration Rule

[Uwan Pretorius]

Good Day

I was wondering about the rules per project on TP POP Integration.

I have the following rule setup as default per project:

then attach to project xxx and create request in project xxx

where xxx is the actual project ID.

But now, I don't want to create a new request every time someone replies on the email.  If it is perhaps possible to just append it as a comment to the existing request?

Can you please provide me with a sample rule?

Regards

Uwan

[Aliaksei Parasiatsyeu]

Hi Uwan,

When incoming email has the following line in the bottom:

--- Please do not remove this line! Company Ticket#123 --- 

it will be added as a comment to a Request with ID #123. The format is not strict - you can try to vary the warning text, Company name and Ticket term. But the #123 part is required. The system recognizes the # of parent Request and attaches your email as a comment.

When there is no such line in the message, it is processed as new Request.

To be sure that such line is generated in your Outgoing emails, please check the Templates for your outgoing mailings at Settings -> System Settings -> Email Notifications -> Email Templates section. 'Comment created' and 'Entity created' templates are subject to edit. Please check or add if missing the following section:

#if ($isRequest)

<h4>

<span style="font-weight: normal; color: #666666">--- Please do not remove this line! ${tool.CompanyName} Ticket#${entity.ID} ---</span>

</h4>

#end

Regards,

Alex

вторник, 2 октября 2012 г., 11:41:15 UTC+3 пользователь Uwan Pretorius написал:

[Uwan Pretorius]

Thank you for the response Alex!

Do I need to restart TP in order for the rule to take affect?  When I reply on a comment, nothing happens.

Regards Uwan

[Uwan Pretorius]

Hi Alex

That line that needs to append to the email, is not present in the initial email.  Why will that be?