Hi Joanne,

Thanks for explaining the workflow behind your question.

The reason why the Email Manager cares about the person who sent the email is because when it adds an action to an existing job, it needs to set the "Actioned By" field to someone in the system.  This is why the "New client" screen in the Email Manager configuration allows for the creation of a new client when it cannot find a match with an existing client.

Perhaps there is a case for further options here?  Maybe to add the action, but use a known person - perhaps the primary client for the site the job is logged under, or maybe the logged by person etc?

Any ideas?

Best regards,

Rod

Perhaps this is where the Client TYPE option can come in. When we create a new client we have an option to select Internal or External. Is it possible to map the External option to the RHS of an email address, i.e. the domain, so that flagging a new client and email address as external will reference only the RHS? Therefore any emailed replies with a matching RHS will have their subject scanned and then added to the mentioned job#.

 

Clear as mud, I bet.

Hi muser,

I think I understand what you thought you meant, but I'm not so sure that what I've read is what can be done. ;-)

This is an interesting idea....I think. The Email Manager does something like this already when it creates new clients and tries to link that new client to an existing site. When a new client is created, the domain part of the email is examined. Then a search is performed against the domain part of all of the sites email addresses. If a match is found, the new client is created and linked to that site.

In the case I refered to in my previous post, this would be the type of logic that the EM might use to determine who is the primary client for a site, and then use that person as the "Actioned By" person when an email is received from an unknown client, but the "Do not create client" option is turned on.

In previous versions of the EM, whenever any action was added to a job, the "Actioned By" client would always be listed as "Email Manager". Perhaps we can put this option back as a third option in the screen shot above?

Aprill, would you be able to explain your idea a little more? I get the part about only scanning the domain part of the email address for certain "External" (or some other flag) clients, but who would you see as being the "Actioned By" person in this instance, especially as there are likely to be many "external" clients that may resolve to only the domain part of an email address?

Hope that makes sense!?

Thanks,
Rod

Oh yeh I get you. The 'actioned by' bit fell out on the way into my brain. Yes, I think the Actioned by Email Manager when the domain matches but sender is different to primary client makes sense.