Background

MSPs integrate Pulseway PSA with other ticketing systems. With these integrations, the ticket may already contain hashtags in its subject line.

When a subject contains multiple hashtags, any reply from clients was not appending to the original ticket. It would instead create a new ticket inside Pulseway PSA. This is because the email parser was only checking the number/ID between the hashtags.

Solution

· MSPs supporting these integrations or setup will have to use prefixes for their tickets to be created inside Pulseway PSA. For example, INC-1234, PSA-234, etc.

· The prefix has to be defined in Admin > Service Desk > Ticket Configuration page > Ticket Number Prefix.

· Email parser will check to look for the system-defined prefix under Admin > Service Desk > Ticket Configuration page > Ticket Number Prefix.

· The system will henceforth only consider the ticket number attached with the prefix and skip other hashtags in the subject line.

· Any Service Desk which does not use the above-mentioned setup will not need to implement this solution and will not be affected by this setting in any way.