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<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Hello all,</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">I am feeling quite dumb today (that</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">’</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">s just an FYI) and am not sure what I might need to do to implement updating tickets via email, but there are some caveats to that</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">…</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">The workflow is as follows (on a typical ticket)</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Customer calls into after-hours support</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Ticket is created and given an ID in their proprietary ticketing system</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">This is working properly, the issue comes up when the following happens</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Customer calls into after-hours support</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Ticket is created and given an ID in their proprietary ticketing system</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> (Let</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">’</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">s say ticket #GX-9943-Y)</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> (HCC #56093)</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Customer calls back to after-hours support regarding the same ticket</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Ticket is updated in their proprietary system</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Ticket is sent via email to my RT installation and created in the queue for our after-hours group and assigned a ticket number</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> (HCC #56095)</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">What I would like to have happen is that when they are doing an update on their end, it will also update on my end. So I don</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">’</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">t (sometimes) have 10 open tickets for 1 customer with a single issue.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">In thinking about this so far, it would seem that the only thing that could be common between the two tickets would be</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">some information in the subject line such as the ticket number from their system (because if we did it by name, we</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">’</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">d get only one long ticket over the course of time.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Is there a way that when a ticket comes in via email I can look to see if it has some</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">informat</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">ion in the subject so it will just update the already created ticket? They have access to our system and can look/create/update/whatever any ticket they choose, but we are trying to avoid the techs having to do double entry.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Any insight is appreciated.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
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<P DIR=LTR><SPAN LANG="en-us"><B></B></SPAN><SPAN LANG="en-us"><B></B></SPAN><B><SPAN LANG="en-us"></SPAN></B><A NAME=""><B><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Greg Evans</FONT></SPAN></B></A><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
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