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UpdateRequest

  • IF FromContactId is NULL
    • IF CASES.USER_REF_ASSIGNED <> FromUserId
      • IF CASES.DEPART_REF is NULL
        • IF FromUserId is not a super admin
          • Log Error (i.e. User UserFirstName UserLastName does not have permission to Add a Request) 
          • End UpdateTicket
      • IF CASES.DEPART_REF is not NULL
        • IF FromUserId does not have Edit all Requests in the Group CASES.DEPART_REF
          • Log Error (i.e. User UserFirstName UserLastName does not have permission to Add a Request) 
          • End UpdateTicket
  • Parse email body and extract and concatenate:
    • Text above first occurrence of delimiter specified in Extract Email body above this delimeter
    • Text between first occurrence of delimiter specified in Above Delimiter and first occurrence of delimiter specified in Below Delimiter
  • Insert INTO CASE_NOTES
    • NOTE_DESCRIPTION=Extracted text
    • NOTE_DATE= GetDate()
    • CASE_REF=Ticket Id extracted from subject
    • IF FromContactId is null
      • USER_REF=FromUserId
    • If FromContactId is not null
      • CUSTOMER_REF=FromContactId
    • NOTE_INTERNAL=0
  • UPDATE CASES
    • CASE_EDIT_METHOD=3 (For Novo Mail Service)
    • CASE_EDIT_MAILFROM=From
    • CASE_DATE_EDIT=GetDate()
  • 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 Ticket 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 UpdateTicket