Why It Matters
Understanding exactly how the system reads incoming messages ensures that replies map seamlessly to the correct existing tickets, prevents infinite email loops, and keeps your ticket timelines clean from messy, quoted email threads.
How It Works
For the system to successfully process an incoming email and attach it to your helpdesk, the message must pass several background parsing rules:
- Verified Senders: The sender’s email address must already belong to a verified user in AssetSonar.
- Spam Domain: The domain should not be marked as spam.
- Required Fields: The email must contain both a Subject and a Body. Emails with an empty body will fail to generate a descriptive ticket.
- Reply-To Matching: To ensure a response attaches to an existing ticket, the “Reply-To” address must strictly match your designated it@<domain>.mail.assetsonar.com inbox.
- Latest Reply Extraction: When a user replies to an email chain, the parser extracts only the latest response to add as a followup. Any edits the user makes to the older, quoted historical text will be discarded.
- Loop Prevention: The engine automatically ignores out-of-office replies (detecting headers like Auto-Submitted or X-Auto-Response-Suppress) to prevent infinite automated email loops between systems.
Next Steps
Send an email reply to an active test ticket to verify that the parsing engine correctly attaches your newest response while successfully filtering out the older quoted email history.
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