Mail parsing the message body for Ticket ID

[idxman01]

Hello,

I currently have eSupport set to parse the mail body to find a ticket ID, although in a recent reply it created a new ticket instead of adding my reply. The message in question was a new email from the user so I thought I would reply, attach the support email and just paste the ticket ID in the body.

Do I need to format it a certain way? eg: #ABC-1234 or just ABC-1234?

Thank You,

[idxman01]

Update: Still wont add the reply to an existing ticket with a few additional formatting attempts. So far it has to be in the subject header as [#ABC-1234] .

Body formatting attempts:

ABC-123
#ABC-123
Ticket ID: ABC-123
Ticket ID: #ABC-123

[supportskins]

I suggest you contact Kayako Support from Kayako Members Area at https://members.kayako.net as the developers would be able to provide you a detail workflow of the mail parser.

[pthomason]

I've noticed that customer-facing ticket IDs have a #, while staff-facing ticket IDs have a ! in them. We've also found that there must be a space between your site-specific string and the ticket ID with the # or ! pre-pended to it.

Hope this is helpful.

[supportskins]

Yes but I believe besides the ticket id mentioned in the subject, Kayako also parses emails using message id which is embedded in the emails. To confirm it is best you contact the developers.

[meltemi]

Originally Posted by idxman01

Hello,

I currently have eSupport set to parse the mail body to find a ticket ID, although in a recent reply it created a new ticket instead of adding my reply. The message in question was a new email from the user so I thought I would reply, attach the support email and just paste the ticket ID in the body.

Do I need to format it a certain way? eg: #ABC-1234 or just ABC-1234?

Thank You,

I mentioned the same problem here. Only the direct response to the ticket works. If someone writes a new email putting the Ticket-ID into subject or body there will be a new ticket instead of a new message appended to the existing ticket.

Any idea from the forum?

[meltemi]

in modules/parser/functions_parsercore.php the ticket-id was searched twice (in text and html). The first found in the text-part was overwritten by the second html-part.

I changed the if into an elseif. Now it works for me.
Hope, that might work for others, too.

PHP Code:

if (empty($ticketiddata["id"]) && $_SWIFT['settings']['t_searchticketidinbody'] == 1)
        {
           // We try to look it up in the text body
           $ticketiddata = parseTicketID($_email["text"]); // try to look it up in the mail body
           parserDebug("LOOKUP: Searching Ticket ID In text Body!");
        }
        
        if (empty($ticketiddata["id"]) && $_SWIFT['settings']['t_searchticketidinbody'] == 1)
        {
           // We try to look it up in the html body
           $ticketiddata = parseTicketID($_email["html"]); // try to look it up in the mail body
           parserDebug("LOOKUP: Searching Ticket ID In HTML Body!");
        } 


into

PHP Code:

if (empty($ticketiddata["id"]) && $_SWIFT['settings']['t_searchticketidinbody'] == 1)
        {
           // We try to look it up in the text body
           $ticketiddata = parseTicketID($_email["text"]); // try to look it up in the mail body
           parserDebug("LOOKUP: Searching Ticket ID In text Body!");
        }
        
        elseif (empty($ticketiddata["id"]) && $_SWIFT['settings']['t_searchticketidinbody'] == 1)
        {
           // We try to look it up in the html body
           $ticketiddata = parseTicketID($_email["html"]); // try to look it up in the mail body
           parserDebug("LOOKUP: Searching Ticket ID In HTML Body!");
        }