Email Threading

When the subject contains [#76528], AMODIT finds case 76528, adds the message body as a case comment and saves every email attachment with the case.

This is useful in Help Desk, maintenance and support, or complaint-handling processes. People outside the organization can reply by email, while AMODIT keeps the message and files with the relevant case.

Match Another Business Identifier

Since version 2016.0007, AMODIT can identify another character sequence in the subject and compare it with a selected process field.

For example, an email with the subject “Quote for ABC Ltd. Quote number: 82735871” can be attached to the case whose Quote number field contains the same value.

1. Create a regular expression that identifies the number in the subject, for example .*(?<orderId>\d{8}).*.
2. In System Settings → Incoming Mail → Mail from the mail server, enable SearchForReplayCase.
3. Enter the regular expression.
4. Select the process and field that AMODIT should compare with the number from the subject, such as Sales Quotes → Quote number.

Incoming mail retrieval must also be configured for the mechanism to operate.

Review Email-to-Case Routing

Discuss identifiers, mail-server configuration and case attachment rules.