How does Cireson Support process emails?

Adam_Dzyacky

Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

March 2017 in General Discussion

Something I realized I've always overlooked was when interacting with Cireson support via email is that when replying to a message (thus keeping the original work item update to me inline with the reply) is that only my reply is captured and appended to the action log of said work item.

How is this being achieved?

0

Best Answer

Nick_Flint Customer Advanced IT Monkey ✭✭✭

March 2017 Answer ✓

In your Exchange Connector there are a couple of settings to look at. Under General Settings you have to uncheck "Append the full body of the email message" option. Also, look at the "Email replay parsing keyword" setting in the Parsing Keywords section. Basically, everything in the email up to that parsing keyword gets added to the action log.

7

Answers

Nick_Flint Customer Advanced IT Monkey ✭✭✭

March 2017 Answer ✓

In your Exchange Connector there are a couple of settings to look at. Under General Settings you have to uncheck "Append the full body of the email message" option. Also, look at the "Email replay parsing keyword" setting in the Parsing Keywords section. Basically, everything in the email up to that parsing keyword gets added to the action log.

7
Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

March 2017

BAH! I KNEW IT!

...Well I didn't otherwise I wouldn't have asked , but I had a feeling it was something in the EC. Way to rock @Nick_Flint

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Nick_Flint Customer Advanced IT Monkey ✭✭✭

March 2017

The only reason I knew is because I was testing the Action Log Notify app today and noticed the general setting. I was so excited that we wouldn't be cluttering up the Action Log anymore!

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