For the Case Macro to work can the matching text be anywhere in the Subject Line ?

That's a great question! I just tested it myself in a stock Sugar instance and can confirm that it matches even if it is not at the beginning of the email subject.

-Brenda

That's a great question! I just tested it myself in a stock Sugar instance and can confirm that it matches even if it is not at the beginning of the email subject.

-Brenda

Brenda RossettoGreg Barrass

Indeed; a great and timely - question. Would this still hold true when a Case is emailed / created and another ticketing system already has a Case number in the subject line? Perspective: our software is used by companies that serve customers using that software. 

i.e. 

An email came to us from a Customer that already had a 3rd party case number in their subject:

Our Support picked up the case and replied via the case, removing their case number and adding ours (thinking it might cause confusion, etc)

We then received another email that issued a new 3rd party case number.  If the other vendor had a case number in their email, should we be removing it?  

Thanks for any insight into this!

Missy

Sugar Hosted / Serve/Sell