Service: When does the yellow bar ("Unknown sender. Click here to add contact") appear?
Hi all,
I am struggling with an integration from a different source, where I want to create a ticket via CRMscript. In their example, sometimes the author is known (and then we can link the customer ID / person ID to the request), sometimes the author is unknown.
I've been trying to figure out how to get the "Unknown sender" bar active when creating a new request with an unknown author. The bar I am referring to is:
So far, I have unable to get this bar activated for a new request with an unknown author.
The values which I have filled via script so far are:
String unknownEmailAddress = thisonedoesnotexist@superoffice.com;
Ticket t;
t.setValue("author", unknownEmailAddress);
t.setValue("custId", "0");
And on a (first) message level:
Message m;
m.setValue("author", unknownEmailAddress);
m.addHeader("From", unknownEmailAddress);
These options do not give me the required yellow bar (which allows the users to simply process the incoming e-mail address and/or use the "Reply button" in a normal way).
Does anyone know which element I am missing in CRMscript to get the "Unknown logic" available in this ticket created via script?
Alle Antworten (2)
Hi Bas,
This bar is displayed when Request is not connected to a contact and has a value in from_address, so should work by setting;
String unknownEmailAddress = thisonedoesnotexist@superoffice.com;
Ticket t;
t.setValue("custId", "-1");
t.setValue("from_address", unknownEmailAddress);