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. We now validate if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email. When matched, the email/communication is appended to the relevant work item, however this is conditional on the email following the same email route. In short: if we can tell that a mail has been sent in reply to a mail we already know about, we direct that new mail to the previous mail's work item.

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.