Email Processing Logic Changes

We have made two enhancements to the way incoming emails are processed:

Better Handling of Incoming Reply emails

We've made a change to improve the handling of incoming reply emails, specifically where someone CC'd on a mail sent into enate replies to that email. Previously, that new email would create its own brand new work item in Enate, when really it should auto-attached to the work item already created existing in the system by the initial email. Now, Enate recognizes the situation and will instead attach that mail to the original work item.

The technical specifics of this are as follows: Improved 'InReplyTo' logic has been added for processing incoming mails. The system will now first try to find a match based on:

• if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND

• if the AssociatedBecauseOf or AssociatedBecauseofPlus email address is still in the recipient fields (i.e. To or CC) of the incoming email.

When matched, the email/communication is appended to the relevant work item.

Additional Note:

• If your system is using Traditional/Mixed mode, we verify if the 'InReplyTo' field corresponds to the Message-ID of ANY previously received email, irrespective of being incoming or outgoing.

• If your system is running in Exclusive (i.e. Plus Addressing ONLY Mode), we verify if the 'InReplyTo' field corresponds to the Message-ID of previous INCOMING received emails only (not outgoing mails).

When email is sent into a closed split ticket

Previously, when a user sent an email to a closed child split ticket, the mail would be attached to the parent ticket or to other child work items. This behaviour has now been modified and the system instead creates a new work item for such emails.