Loops and dupes

NOTE  Also review the following article: FAQs.

Incoming Email Processing allows you to set up a closed loop of communications between your customer, and resources (such as technicians) at your local organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site.. If all participants use Reply or Forward when communicating via email, all communications are automatically carbon-copied to the customer ticket, project, or task in Autotask. With this tool, tracking labor in Autotask can now be accomplished from a technician's mail client on a smart phone.

What is a duplicate?

Before you can deal with duplicates, you first have to define what a duplicate is. In Autotask, the Duplicate Ticket Handling system setting defines duplicate tickets in incoming email processing. It also specifies what action Autotask will take when a duplicate ticket is detected. This system setting is found in > Admin > Features & Settings > Application-wide (Shared) Features > System Settings > Service Desk. Refer to Configure the Duplicate Ticket Handling system setting.

New issue or existing one?

If you were to convert every email that comes into a mailbox into a new ticket, you would end up with a large number of duplicate tickets that are part of the same conversation, and really should be one ticket. The challenge is to determine whether an incoming email is about a new issue, or is part of a conversation about an existing one.

The incoming email processor makes a simple determination:

How we prevent infinite loops

But how do you prevent endless loops and service degradation if a customer has auto-reply turned on?

It is possible that Incoming Email Processing could result in an endless loop when auto-reply is turned on. To prevent infinite loops, Autotask limits the number of incoming emails from the same sender with the same subject that will be processed in any 5-minute time period, to two.

  • If the subject line does not contain a ticket number, a second ticket will be created.
  • If the first ticket's ticket (task, project) number is included in the email subject line of the second incoming email, one ticket and a ticket note, project note, task note or time entry are created.
  • The third and any subsequent emails will be thrown out.