Determine that an email is a response to an existing task

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The Planfix system can determine that an email is a response to an existing task. This setting can be found in the section: Account management — Email — Incoming email settings:

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In Planfix, there are three methods for determining that an email is a response to an existing task:

  • Using email headers

This method uses the email's headers to determine that it's a response to an existing task. This is the standard way that Planfix determines what emails are linked to, so this setting is enabled for all accounts.


  • By subject and sender

This only works for emails with subjects starting with "Re" or "Fwd" (meaning it's obvious that they're responses to other emails):

    • Planfix finds the last task (by task number) with the same name as the email subject (without "Re" or "Fwd").
    • The sender of the email must have access to this task.


This setting is enabled by default for accounts registered after July 20, 2020.


  • Only by sender

This option only works for emails sent by contacts. Planfix finds the last task (by task number) with any status available to this contact and attaches the email as a comment to the task. In the simplest case, this means that if a contact sends multiple emails, a task is created after the first email is received, where the contact is the assigner, and all subsequent emails get added to this task as comments.


Important

When all three options are enabled, emails are determined to be responses to existing tasks in this order: First, email headers are used, and if no match is found, then Planfix searches by subject and sender. If nothing is found at this point, Planfix will search just by sender for tasks where this user is the assigner, assignee, or a participant.


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