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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
- 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 Trigger Added by ATS custom rules for newly added Request End UpdateTicket
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