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Enhancement in RBE to avoid Duplicate tickets if customer responds to original mail

score 275
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Dear Team,


Currently we have a standard of sending mail to Remedy and responding to mail back to Remedy with ticket number in the subject to update the ticket. here we would like to request for an enhancement to the existing flow with, when some customer is responding to the original mail ignoring the mail reply from Remedy(with ticket number) that should not create a new ticket and update the existing ticket.


Flow in detail

Customer A sends a mail to Remedy with B and C in Cc field, and immediately B responds to that mail should not create a new ticket, instead it should update the created ticket.


How to achieve this,

when a mail is sent, each email will have a message id and reference id/thread id, with the thread id the mail chain can be determined and update the ticket.


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