I have built an ELS helpdesk system and have a workflow that sends comments from a SharePoint list to the requester's email address when we have updates to send through.
Whilst this email comes through, what we want to be able to do is reply to the email and have this reply update the comments box in the SharePoint list with the customers reply.
Ideally we would like the next workflow to check the subject line for an incoming email and if the refernce number is included then update the ticket. We've found that just using the title of the item is not stable enough as some tickets have the same title (through testing).
My workflow which I've pieced together from other posts on here doesn't seem to be working. The email replies from SharePoint are instead just being picked up by a separate workflow that captures new emails going to the helpdesk and logs them as new tickets.
Any ideas what I'm doing wrong??
Could you check your run history steps and see each steps what values are returned. Also check the IF condition values. Its difficult to analyse without seeing the data.
Check the previous steps and see the data Could you post an example data. Looks like the substring cannot evaluate the data you are passing.
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