How Email Converstation works in Track-It! 20.xx

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It!


    APPLIES TO:

    All Track-It! 20.xx versions and above



    QUESTION:

    How email Conversation happens in Track-it! 20.xx?


    ANSWER:

     

    The Track-it has inbuilt feature of email conversation , through which it updates the ticket.

    The Track-it updates the ticket checking the variable {Ticket - Ticket ID} either in the subject or in the body of the email.

    If this variable  exist in the body of the email ,Track-it will append the existing ticket instead of creating a new one as it is the default behavior of Track it.

    Any business rule will only happen after the default email conversation behavior runs.

    In the Business Event viewer logs, The System update or Mail listen are the default behavior which takes place first before running any business rule.

     


    Article Number:

    000370970


    Article Type:

    FAQ/Procedural



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