Hi all,
Looking for some hints/tips on how to achieve something.
I have an agent which runs when new mail arrives. I need it to check the incoming mail to see if it is part of a conversation/email exchange already, or if it is a new ‘topic’. Basically, if the mail is part of an ongoing conversation, I need to populate a field in the mail with a value from the previous mails. In essence, I need to be able to tag all emails from the same email thread, like replies and forwarded mails.
Any suggestions/ideas would be great. Thanks in advance!
Tony
Subject: replies
The original email has field $MessageID.
The reply has two fields containing that same value from $MessageID. They are In_Reply_To and References.
ReplyToReply contains the original messageID in the References field.
So, you can at least catch replies this way.
However, the forwarded message doesn’t appear to have any of those markers. (I am doing this by creating those types fo messages and then doing a File>Export and looking at them in notepad.)
I believe these fields are what the “Mail Threads” view already works off of, though.
Nothing will be foolproof, as users can always create a NEW message as a way of replying.
If you’re wanting to track something like a helpticket, I would stipulate for users to include ticket# in their subject line…that’s pretty standard OP.