Question: How do unknown tickets get created vs. known tickets in BMS?
Answer: Below is a summary of scenarios as to when the Parser will create known vs. unknown tickets:
- email@support.com sends an email to the Email Parser:
- email@support.com does not exist in BMS under CRM > Contacts.
- This will result in an unknown ticket.
- email@support.com sends an email to the Email Parser:
- email@support.com does not exist in BMS under CRM > Contacts.
- support.com is however defined as a valid Domain Name under CRM > Accounts
- This will result in a known ticket.
- email@support.com sends an email to the Email Parser:
- email@support.com is a known Contact in BMS
- This will result in a known ticket.
- email@support.com sends an email to the Email Parser:
- email@support.com is a known Contact in BMS but it exists under two different CRM Accounts
- This will result in an unknown ticket.
- email@support.com sends an email to the Email Parser:
- email@support.com is a known Contact in BMS, CRM Account "Microsoft"
- support.com is defined as a valid Domain Name, CRM > Accounts "Oracle"
- This will result in an unknown ticket.
- email@support.com sends an email to the Email Parser:
- email@support.com is a known Contact in BMS
- email@support.com is defined as an Employee in BMS
- This will result in a known ticket.
- email@support.com sends an email to the Email Parser:
- email@support.com is defined only as an Employee in BMS
- This will result in an unknown ticket.
Applies to: BMS Email Parser.