As we go about our day to day work, we come across ideas, issues, TODO lists etc that we want to quickly record to ensure that we do not "forget" to register the task.

The current design of the helpdesk system allows us to record tasks, assign then follow through, however, we need an easier way to register tasks as we don't always have access to log into the helpdesk.

One option is to send an email to the helpdesk by using certain tags on the email subject to determine where the task should be created and who it should be assigned to. We can then use helpdesk to manage the rest of the process.

Design:

Add the ability to create cases by using tags in the subject line

1. If the subject line starts with a square bracket, we use the contents of the square bracket to decipher the tag

2. e.g of the subject would be: "[Link, Sanjay]We found a problem with the MYOB integration which causes blank invoices"

3. Rules to process this tag will be:

a. get the text between square bracket

b. always expect two values separated by comma

c. the 1st tag is a company and 2nd tag is the username

d. if the company and user are found, we have a valid tag, otherwise, we treat this as a standard email.

Examples, send an email to support@linktechnologies.com.au with the following in the subject line. The body content can contain much more details of the issue:

1. [LBS,sanjeet]Prepare a quote for J R White
2. [INFO,sanjeet]TLTB requires PMS quote to amend PMS - arrange a time to discuss with Sanjay
3. [edge,rashna]There are some problems with Link Help file, some pages seems to be distorted. Please check
4. [info, rashna] Link Documentation content has lots of formatting issues in the installation page. can you correct this

Development work for this case has been completed.

The change will be available in version:12.0.0710

1. The following changes were made(Include Database object names, Program classes and any other relevant information):

1. Completed development according to design in comment 1

2. Affected Areas:

1. Helpdesk - Create a case from an email Background process
   
2. User processes

3. The issue was caused by:

1. Improvement

4. Notes: 
5. Next Step: UAT and Documentation

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Development Reference: