Stray tickets resulting from ticket formatting changes
Monday, December 5, 2016 2:40 AM

Despite the similarity of FocalScope to other email clients (Outlook, Gmail, etc.), some vigilance must be observed, because FocalScope treats emails as tickets and shares ticketbox email addresses with multiple users. This article details several scenarios where emails do not link to their original tickets because of changes in the ticket formatting.

Troubleshooting

Stray tickets

Stray tickets are emails that do not link back to an existing ticket as one would expect by replying to a message. Here are some factors that cause emails to not link correctly to their corresponding tickets:


CauseExampleSolutionExample
(Incoming) Ticket # is malformed
Double-click the stray email and copy the subject line from the subject editbox. Check the copied text for extra / missing spaces, etc.Figure
Ticket # format has been changed


  • In the ticketbox properties
ArticleIf the new ticket # format is to be retained, drag and drop the stray tickets back to the original ticket.Article
  • In the system since the time original email was sent out
ArticleIf the new ticket # format is to be retained, drag and drop the stray tickets back to the original ticket.Article