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 this is a particular nasty one.

 When someone forwards an email into the account that smartertrack uses for the ticket system and the email forwarded has a chain of replies in it, only the last forward is brought over.

 

For example if an email nested as such:

From sender:
Hello

Forwarded to sender:
Please forward this along

If this is sent and forwarded into the email that smartertrack uses, only the Hello would be forwarded and not the "Please forward this along"

We need that entire message forwarded and not the latest reply.

Is this a feature or a bug?

 

This is a bug in our list as high priority.  The first message of a ticket should include all text from the incoming ticket. 

Grady,

In the interim of this issue being patched, is there a way to get SmarterTrack to not do this? 

As an experiment (which worked), I pasted a multi-conversation email into TextPad and then copy&pasted that back into an email that I sent as a reply to the SmarterTrack monitored email with the assigned Ticket-ID in the Subject line as normal.  The entire email / conversation was included into the communication history's new entry.

My first thought was that this approach stripped out the Mail Headers ... which is what I assumed SmarterTrack was using to determine which portion to capture into history.  However, when I clicked the Raw Content button (RawContentHandler.ashx) on the Communication entry in question (one that showed only the top-most portion of a long conversation reply), I was surprised to see that the entire conversation was present.  That means the "missing" (invisible) portion is merely being filtered from display.  That's good news; it's typically best to capture everything.

Either way, this is a tricky situation, since the majority of email conversations tend to "grow" as each person clicks Reply and adds to the history with each reply.  Perhaps this would be best controlled by the admin as a Department setting: "Hide redundant conversation history while viewing Communications: On / Off"  or, better yet, allow each Agent to decide what works best for them.

Kind Regards,
Paul

 

 

As a follow-up to my prior post, this gets more interesting each day...

This is the first time I've noticed it but there's a disclaimer at the bottom of one entry, while viewing a ticket's Communication entries.  It read "Some content in this message has been hidden due to redundancy. View full content The hyperlink pointed to "/RawContentHandler.ashx?fileid=557&type=tickettext&ticketnum=123-12345678-1234"

When I clicked the View Full Content link, it presented in a new window what looked like semi-raw content.

My point is it would appear that some redundancy logic already exists within this product. Perhaps it can be better utilized.

ST-GWerner:

This is a bug in our list as high priority.  The first message of a ticket should include all text from the incoming ticket. 

Yeah, we added the redundancy checking in 3.1 to help those that had this issue until a full solution could be implemented.  Takeda, could you re-word your last post?  something got lost in translation and I can't follow what you're trying to say.

That is it:

ST-GWerner:

This is a bug in our list as high priority.  The first message of a ticket should include all text from the incoming ticket. 

 

Hi Grady, 

What happened to this issue / resolve?!  From your above post, I was expecting it to be a part of the recent update to SmarterTrack Professional 3.1.3089.  However, the issue persists and it's a real nuissance.

Thanks,
Paul 

This has been resolved, but it didn't make it into the 3089 release.  It will be fixed in the next build.  In the meanwhile, if you want to try out the fix, please email bugs @at smartertools.com, mark it ATTN Grady, reference this forum post, and ask for a new build.  We'll get one for you to test.

I have forgotten to describe one more important event. Some post programs add the answer of the customer not at the top of the letter but in a bottom. In this case, SmarterTrack deletes the answer of the client. In the answer from the client I see only my last answer to customer, which I and sent to the client, but that it has written to me - is cut off.

Can you send in one of these to us as an example?  bugs @at smartertools.com.  Full raw content of the email would be appreciated.

Grady, I am trying to catch one of these as well and send it to you.  The issue has been trying to get my hands on the original email, once we notice the message was broken in ST.

Please clarify - "Full raw content".  Do you want the mail headers and such, including embedded mime data?

 

Yes.  Basically the text that shows up when you click on the raw content link in Track.  So we can see the email as it comes in.