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OVSD 4.5/SP 19 - Requiring specific format for inbound email

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James Mohr
Member

OVSD 4.5/SP 19 - Requiring specific format for inbound email

Hi All!

Is there a way of forcing the user to have a specific subject line format in order to create a service call from inbound email, i.e. "New Service Call - Blaa blaa blaa"? Then if the format is not correct, the user gets an email saying it was improperly formatted?

Any help is appreaciated.

regards,

jimmo
www.linux-tutorial.info
4 REPLIES
Vasily Kamenev
Honored Contributor

Re: OVSD 4.5/SP 19 - Requiring specific format for inbound email

Hi
No any specifications for Subject, any Subject acceptable. Are you like use restrictions? or you have many spam? use for it real email server as Exchange where you can build spam protection.

Vasily

James Mohr
Member

Re: OVSD 4.5/SP 19 - Requiring specific format for inbound email

We don't have a lot of spams, but we would create a new address that is only given to out customers and not published. This should limit the amount a spam. Further, we have it configured so that only email from known people are accepted to create service calls. Therefore, we do not have the problem of call being created when we don't want them.

We just want to ensure that new problems create new tickets and old problems are updates.
www.linux-tutorial.info
Solution

Re: OVSD 4.5/SP 19 - Requiring specific format for inbound email

In the System Panel under E-mail there are a number of settings you could play with.

On the General tab, I have "Use New Command As Default" ticked which means if the email subject doesn't match any other command it will default to New (which creates the Service Call). I presume you could untick that, and then under the E-mail Commands tab find the New one and update the command to the specific subject line you're wanting to use.

If the inbound email doesn't match any of the commands the Service Call Mail Error template will be used to send back the system error - you could update that template to contain any specific information you want the user to receive.

Hope that helps,
Lisa
James Mohr
Member

Re: OVSD 4.5/SP 19 - Requiring specific format for inbound email

That sounds like a great idea!
www.linux-tutorial.info
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