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When Dovetail Email Agent processes a freeform email, it can log notes to a case or a subcase. It parses the subject or body to find the ID number. For example, an email with a subject of "About Case 123" will cause Dovetail Email Agent to log notes to case 123. To distinguish cases from subcases, Dovetail Email Agent looks for a dash in the ID number. If it finds a dash, it assumes that it is a subcase.
Example:
"About case 123" will cause Dovetail Email Agent to log notes to case 123.
"About case 123-1" will cause Dovetail Email Agent to log notes to subcase 123-1.
Case ID Numbering Schemes which contain dashes can disrupt this processing. For example: "About case 123-01052005" will cause Dovetail Email Agent to attempt to log notes to subcase 123-01052005, which will fail, as 123-01052005 is a case ID, not a subcase ID.
To handle this situation, Dovetail Email Agent has a configuration parameter named "numberDashesInCaseId". Simply set this parameter to the number of dashes in your Case ID numbering scheme. So, if numberDashesInCaseId is set to 1, then the following example would work in this manner: "About case 123-01052005" will cause Dovetail Email Agent to log notes to case 123-01052005. "About case 123-01052005-1" will cause Dovetail Email Agent to log notes to subcase 123-01052005-1. Variable number of dashes in the Case ID number scheme are not currently supported by Dovetail Email Agent.
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