E-mail threading: How do I get the e-mail threading function to work?

Table of Contents (index)
Problem Type : Features
Problem Category : HelpDesk OSP

HelpDesk OSP ticket with e-mail threadThe e-mail threading feature in HelpDesk OSP makes it possible to add all e-mails concerning the same case to the first ticket, instead of creating one ticket for each e-mail. It works like this:
  1. When the responsible staff replies to an e-mail that has already been processed to a HelpDesk OSP ticket, the application will automatically grab the new part of the sent e-mail and place it into the corresponding e-mail thread field of the ticket.

  2. When the caller replies back to that e-mail, HelpDesk
    OSP     will process the replied e-mail, and the newest part of the e-mail will again be appended to the e-mail thread field of the corresponding ticket.

  3. And so on ...
For this feature to work you may not answer the e-mail until it has been converted to a ticket. A converted e-mail has an icon:
E-mail that has been converted to a HelpDesk OSP ticket


Special settings for the E-mail Threading feature:
  • Each user must enable the E-mail Threading feature under the General Settings, see image below.

  • The administrator must also make some specifications in both HelpDesk OSP and SharePoint.
Each user must enable the E-mail Threading:
Enable HelpDesk OSP E-mail Threading under the tab General Settings


The settings below only have to be made once by the administrator/first user: 

SharePoint

I
  1. Open the SharePoint list which is mapped with HelpDesk OSP.
  2. SharePoint List Settings 1Click on Settings >List Settings.
  3. Under General Settings click on Versioning Settings.
  4. Check the radio button "Yes" for the the option 'Create a version each time you edit an item in this list'.

II
  1. Create a new column with type of information set as Multiple lines of text.
  2. SharePoint List Settings 1Check the option 'Append changes to Existing Text'.
  3. Click OK.
HelpDesk OSP
  1. Open the HelpDesk OSP Settings, first tab
  2. Associate the Threading Field with the newly created multi-line field in SharePoint.
Mapp the e-mail threading field with the threading field in SharePoint


For more information about the E-mail Threading feature, refer to the HelpDesk OSP manual.

Table of Contents (index)