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Determine that an email is a response to an existing task

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.

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

  • Using technical 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 ticket ID in the subject line :This option works if the message lacks technical headers by which the related Task can be identified, or headers exist but the Task is not found by them. The option is enabled separately in Primary Account Admin — Working with e-mail — Incoming mail settings.
  • 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 options are enabled, determination of a message as a reply to an existing Task proceeds in the following order:

  1. first — by the technical e-mail headers;
  2. if no matches — by the ticket ID in the message subject;
  3. if nothing is found there either — by subject and sender;
  4. if still nothing — by sender only, specified in the Task as Assigner, Assignee, or Participant.


Go To

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