Could you please briefly outline the procedure to update a case via email (both forward and reply)
By default you can simply reply to emails sent by Web Tracks.
To manually ‘trick’ the converter into updating a ticket (rather than creating a new ticket) with new emails or forwarded emails do the following…
1. Create or forward an email
2. Modify the Subject Line:
Make sure it begins with "RE:"
Make sure it end with the Ticket Number
“RE: My update for Ticket 3435” would attempt to update ticket # 3435.
3. Send the Email
All of the following must be true for an existing ticket to be updated (if any conditions fail a new ticket will be created).
* Email Subject must begin with "RE:"
* Email Subject must end with the ticket number (ticket number must match a valid ticket in Web Tracks)
* Sender of the Email is meets one of the following requirements:
A. Is the Technician assigned to the ticket.
B. Is a Technician in Web Tracks with "Normal" or higher Access Level.
C. Is the Requester assigned to the ticket.