|
|
|
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. In addition, Dovetail Email Agent can handle additional text after the case ID. Example: "About Case 123 support request" will cause Dovetail Email Agent to log notes to case 123.
However, Case ID Numbering Schemes which contain spaces can cause this parsing to fail.
Example:
"About Case 123 01052005" will cause Dovetail Email Agent to attempt to log notes to case 123, which will fail, as the ID number is "123 01052005", not "123".
To handle this situation, Dovetail Email Agent has a configuration parameter named "freeFormTextAfterID". If your Case ID Numbering Scheme contains spaces, simply set this parameter to false. So, if freeFormTextAfterID is set to false, then the following example will work:
"About Case 123 01052005" will cause Dovetail Email Agent to log notes to case 123 01052005.
See Also |
Next |