I remember at onetime, Travis had a video on how to perform this, but I can’t find the video or the processes.
We are onboarding a client who has a 3rd party that also uses autotask. So we need to build into our ticket intake process the way to cross-check that the ticket bleed over from 3rd party to us. Does not link to a wrong client or an older ticket, since we have seen that happen.
Hi @jfitzgerald
Can you clarify the workflow you are building? I imagine you will want to add a UDF in your Autotask that references the other Autotask ticket number, and then use that to check incoming emails if they’re from them.
Travis
The plan is to have a way to make sure that we can process in an email from the 3rd party, and make sure we don’t use their ticket number against our database.
Since we have seen how that goes nuts before of invalid ticket number, or having an issue of the ticket number being for a different customer, so then the email gets linked back to the wrong ticket on our side and becomes a mess.
So we already have a UDF for 3rd party ticket, we usually use for tracking things like carrier tickets, but the idea would be to check the email from inbound make sure the ticket number matches our ticket number against that related customer.
If not then make a clean new ticket and then take the parsed ticket number from the email string and put it in the UDF.
To make filtering easier the idea is to have a dedicated inbound email for these tickets, so that we don’t have to apply the filter to our main.
but the idea would be down the road once tested would be to have this parsing rule in place for all, so that we don’t run into these issues later for other customers.