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Stanford
Level: Powered On

Any Help/Assistance would be great

Hi Guys,

 

I'm an ICT & Projects Apprentice at Awen Cultrual Trust located in South Wales, one of my starting projects was to make an ICT Help Desk where my colleauges could either create a ticket using Sharepoint or Email into our ICT Help Desk mailbox and this would create a ticket. 

 

So far it's been a big learning curve but I've understood and managed to create a basic structure but there is one step which I'm totally confused about, I'll try to explain this as best as I can below.

 

> So I've set up a flow that when a Ticket is created, it will send an email to whoever has created it this the ID number in the Subject line. There is also a flow that sends an email to person who created the ticket when the ticket is modified (e.g, Ticket Status, Notes added etc) 

 

> The problem that I have is that if I my colleauge replies regarding an open/inprogress ticket, an email back to our mailbox that will automatically create another ticket therefore adding another ID number with the Subject and Body of the email becoming the ticket details. I'm sure that there is some sort of string or rule that if the user sends an email with the Ticket ID in the subject then it will not create another Ticket.

 

If anyone has any suggestions it would be really appreciated!

 

Many Thanks,

 

Leon  

6 REPLIES 6
SCTdan
Level 8

Re: Any Help/Assistance would be great

Sounds like you just need to put a Apply to each and Condition in prior to creating a new ticket.  Pull your list of tickets from Sharepoint, then check if the subject contains any of those ticket numbers (create a variable, set default to False.  If your condition inside the apply to each loop finds a match, set variable to true).  After the loop, If true, then have it bypass new ticket creation.

 

Let me know if that makes sense.

 

 

 

Did I answer your question? Mark my post as a solution!

Stanford
Level: Powered On

Re: Any Help/Assistance would be great

Thanks for the information - I'm understanding the guildlines to what you are saying however I'm having trouble finding and implementing variables etc. I'm going to give it this afternoon to figure it out if not I'll get back to you.

 

Many Thanks for all of your support - I really appreciate it 

 

- Leon

Community Support Team
Community Support Team

Re: Any Help/Assistance would be great

Hi @Stanford ,

 

You could type "variable" in search box to use Variables action.

44.PNG

 

Best Regards,

Community Support Team _ Barry
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.
Stanford
Level: Powered On

Re: Any Help/Assistance would be great

Hi Barry,

 

Thanks for all the help so far - I've got as far as getting the variable implemented but have no idea on creating a variable regarding my issue (When a ID Number is in the subject line do not create another ticket) 

 

I wonder if you could help me with regards to that - I've got some time today to do some research so i'll see how far I can get.

 

Many Thanks

SCTdan
Level 8

Re: Any Help/Assistance would be great

There are several ways to go about checking for the ID, but this should work.

 

Basically, you'll want to create a variable to reference whether a ticket exists or not.  Set that to false by default.  

Then, Get your sharepoint ticket list.

Then, for each value in that list, check if the email subject contains the ticket ID field from sharepoint.  If yes, set that variable to true.  

After this, you'll just have another condition based on the value of that variable.  If ticket_exists = true, do this, else, do that.

 

skDuWy8

 

 

Stanford
Level: Powered On

Re: Any Help/Assistance would be great

Thanks for the image, helped me understand alot better however it's still creating tickets. Is there something I am missing? on the condition Yes/No - do i have to continue my flow as normal for item creation under no?

 

The flow does fail if  I also insert the 'ID' tag into the 'Subject Contains ID'

 

I'll attach an image of how I have it set up

Capture.PNG

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