Emails to system updating tickets

 
Author
Message
SysAider
21
 
I understand that if an end user sends in an email (reply or new) with the SR number in the subject, like #333, it will update that ticket.

We are seeing an issue where we have a ticket #656 and someone is sending in an email with the following in the subject:

FW: Ticket #656-8376909 Requested Info (How are cpt's ordered on claim submission)

Does it sound right the ticket #656 should be getting updated based on this subject? I would think the system would look for a space after the number to determine if it is talking about a ticket.

Thank you
SysAid Community Manager Product Team
4820
 
Hi tmartinac,

You can change the prefix the system is looking for by following these instructions.

Otherwise, I can move this thread to the Feature Requests forum - if you want to open a feature for this function to also look for a space.

Cheers,
Danny
SysAider
21
 
Perfect! Exactly what I needed. We are all set.

Thank you Danny