The challenge in communicating with another ticket system is the following:
The reference to the ticket ID of the foreign system can be stored in any column of the i-net HelpDesk database (usually an order field), e.g. for the field "auftrag7".
The i-net HelpDesk field for the "foreign ID" can be filled either manually by copying or automatically by parameter transfer. Possibilities for parameter passing:
#start# order7 = AR4711ABCD0815 #end#
For example, the i-net HelpDesk server inserts the following information for each outgoing email:
X-Mailer: i-net HelpDesk
X-SendIdent: [TicketID 1234ABCD]
(example for the TicketID of the respective job).This enables i-net HelpDesk to distinguish own tickets from another "foreign" i-net HelpDesk.
Example: Of course i-net software uses the i-net HelpDesk for its own support. Now, when a HelpDesk customer sends a request from his HelpDesk, the subject contains a valid ticket ID. However, i-net HelpDesk recognizes from the header entry that the request originates from a third-party system and that the ticket ID contained in the subject does not belong to any of its own requests.
If a reference for a third-party system has been defined for the HelpDesk, then the it will place the "Third Party ID" at the beginning of the subject and also in the mail header in the entry X-SendReference
for every manual e-mail from the order.