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AddRequest

  • IF FromContactId is NULL
    • IF FromUserId does not have Edit all Requests in the Group or Edit Own Request in at least one group
      • Log Error (i.e. User UserFirstName UserLastName does not have permission to Add a Request)
      • End AddRequest
  • Insert INTO CASES
    • CASE_DATE_ADD= GetDate()
    • CASE_TITLE=Subject
    • CASE_DESCRIPTION=Body
    • CUSTOMER_REF=FromContactId
    • CASE_ADD_METHOD=3 (For Novo Mail Service)
    • CASE_ADD_MAILFROM=From
  • For each Smart Tag
    • If Value is valid
      • Update Request with smart tag value
      • INSERT INTO CASE_NOTES
        • NOTE_DESCRIPTION=SmartTags.Field was updated From: To:SmartTags.Value
        • NOTE_DATE=EmailHistory. GetDate()
        • CASE_REF=Newly Added Request Id
        • CUSTOMER_REF= EmailHistory.FromContactId
        • NOTE_INTERNAL=1
    • If Value is not valid
      • Log error (i.e. Smart Tag {Status:BogusValue} was not applied to Request # TicketNumber because of an invalid value)
  • For each attachment
    • AttachFile
  • Trigger Added by ATS custom rules for newly added Request
  • End AddRequest