Pretty sure this was brought up before but was unable to find the ticket...
we are getting more and more failed emails from the CommitCRM connector because clients are adding multiple email addresses in their original email request and those users are responding to the original email. this also occurs when users it the "reply all" instead of the "reply" button (or they hit reply but add additional email addresses). Simply put, we are NEVER going to be able to re-train users to do it the CommitCRM way so something needs to happen at he CommitCRM level that allows it to handle these requests. Here is a possible solution:
(1) the initial email that creates a new ticket should auto add ANY email addresses in the to or cc fields to the external recipients list... this is a must and will probably solve 95% of the errors we are seeing!
(2) any subsequent communication (via email) that occurs with the [TKT-0500-1234] in the subject from someone already in the external recipient will check the to and cc fields and auto add any new email addresses in that communication to the external recipients list. This way if anyone adds someone to the communication in the middle of the ticket processing, we won't see any errors AND all they recipients will be able to communicate properly.
thanks --
//ray
we are getting more and more failed emails from the CommitCRM connector because clients are adding multiple email addresses in their original email request and those users are responding to the original email. this also occurs when users it the "reply all" instead of the "reply" button (or they hit reply but add additional email addresses). Simply put, we are NEVER going to be able to re-train users to do it the CommitCRM way so something needs to happen at he CommitCRM level that allows it to handle these requests. Here is a possible solution:
(1) the initial email that creates a new ticket should auto add ANY email addresses in the to or cc fields to the external recipients list... this is a must and will probably solve 95% of the errors we are seeing!
(2) any subsequent communication (via email) that occurs with the [TKT-0500-1234] in the subject from someone already in the external recipient will check the to and cc fields and auto add any new email addresses in that communication to the external recipients list. This way if anyone adds someone to the communication in the middle of the ticket processing, we won't see any errors AND all they recipients will be able to communicate properly.
thanks --
//ray
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