Supporting multiple hashtags

Problem

MSPs integrate BMS with other ticketing systems. With these integrations, the ticket from a non-BMS system may already contain hashtags in its subject line.

When a subject contains multiple hashtags, replies from clients were not appending to the original ticket. It would instead create a new ticket inside BMS. This is because the email parser was only checking the number/ID between the hashtags.

mceclip1.png

Solution

  • MSPs supporting these integrations or setup will have to use prefixes for their tickets to be created inside BMS. For example, INC-1234, BMS-234, etc.
  • The prefix has to be defined in Admin > Service Desk > Ticket Configuration page > Ticket Number Prefix
  • Email parser will check to look for the system-defined prefix under Admin > Service Desk > Ticket Configuration page > Ticket Number Prefix.
  • The system will only recognize the ticket number with the specified prefix and ignore any other hashtags in the subject line.

  • Any Service Desk which does not use the above-mentioned setup will not need to implement this solution and will not be affected by this setting in anyway.
    mceclip0.png 

Related topic

Setting up email parser in PSA