Scenarios where the Email Parser would create Known vs. Unknown Tickets.

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: 

  1. email@support.com sends an email to the Email Parser:
    • email@support.com does not exist in BMS as a Contact or as an Employee
    • This will result in an unknown ticket.
  2. email@support.com sends an email to the Email Parser:
    • email@support.com does not exist in BMS as a Contact or as an Employee
    • support.com is however defined as a valid Domain Name under CRM > Accounts
    • This will result in a known ticket.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. email@support.com sends an email to the Email Parser:
    • email@support.com is defined as an Employee in BMS
    • This will result in an unknown ticket.

Applies to: BMS Email Parser.

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