Apply email to ticket to also look for matches with External References?

[samwoo]

Hello,

I would like to request the "Apply Email to Request" from within the Email section to also try and match any External References for all calls?

Some external suppliers cannot hold our internal reference number (Hornbill) in their response emails so we have to rely on their own request reference numbers. But the auto finding of tickets where the external reference matches a something in the body or subject of the email doesn't work.

In this case I had to go hunting for the request in order to find the request reference to apply the email to. 

Can this be extended to the Email Routing rules as well?

Thanks,

Samuel

[James Ainsworth]

Hi @samwoo

I've raised a change proposal to have a look at this requirement.  We will update this post as it progresses.

Regards,

James

[samwoo]

Thanks @James Ainsworth really appreciate that.

[Steve Giller]

I can see this becoming useful as we develop our processes.

[samwoo]

Hi, 

Just spotted this extremely old request - @James Ainsworth was this change ever introduced?  I cannot find any way to apply an email to a request based on the external reference number with no Hornbill Reference number in the Subject as of current.

Thanks,

Samuel

[samwoo]

Hello and Happy New Year,

I am wondering if this made it through any internal discussions at Hornbill?

Thanks,

Samuel

[Adnan Zamurred]

Hi All,

I am also interested in this request by @samwoo, would like to know if this is being considered

 

[James Ainsworth]

Hi Adnan,

Thanks for your interest.  I'll add you to the change that we have in our backlog.  It's not scheduled for development but I'll continue to review the change and I'll update this post if there is any progress.

Regards,

James

[Martyn Houghton]

+1 for us as well