when an email is generated in the OnTime environment it puts RE: [BSRXXXX] the XXX being the request number and BSR as we defined for incidents. This part of the program works fine. When an incident has been accepted we then catagories them to either incident, issue or change.

 The problem we are getting is when an email is created in the change or issue area it generates the RE: [XXXX] the XXXX being either the issue or change ID. The problem we have is the reply email creates a new incident and does not go to the change or issue. How do we get the emails generated in the change and issues areas to return back to those changes or issues?
 

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Regards
Marc Dimmick
MMgmt, Grad.Cert.Mgmt
Mobile: 0418 140 536

"The best way to predict the future is to create it" - Dr.Peter F. Drucker

Hello Marc,

Do you have 3 different separate email accounts setup under "Tools>Manage Email Accounts"?

If not, that would be the cause of your problem.

There is currently no way within OnTime to configure one email address to accept and automatically sort items into different item types.

You need to have a different mail account for defects, one for features, and of course one for incidents. It sounds as if you have only one account setup, and it seems like that account is working correctly. You'll notice in the Email Account settings that you must specify which item type to convert an email into- and in your case I'd bet you have it set to 'Incident'.

Even though an incident is moved to another item type manually, when a reply email gets sent to that mail account OnTime is configured to turn it into an Incident, even if the numbers in the brackets match an existing ID in another item type.

Let me know if you need further clarification or if you have any other questions.

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Thank you,

Tom Harder
Axosoft Support
support@axosoft.com
1.800.653.0024 option 3
--'Fear the Bug' Podcast--

I now understand this but it is not a very elegant way of doing it. Most people fall into the trap of hitting reply and assuming the correct email address is define and shot of their inquiry. Which lead to new incidents as the first email was the Incident email address.

I have now created a separate email for each module and applied rules for each. It would be really great to have a default email address for each module so that when users hit the reply button in bug/feature/incident/task the default email would automatically be selected. 

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Regards
Marc Dimmick
MMgmt, Grad.Cert.Mgmt
Mobile: 0418 140 536

"The best way to predict the future is to create it" - Dr.Peter F. Drucker