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Question Ticket Priority when using POP

Discussion in 'SmarterTrack' started by wouter_luyten, Apr 18, 2012.

  1. wouter_luyten

    wouter_luyten Member

    We are importing tickets from POP. When a user sends an email with high priority, the ticket appears in SmarterTrack as normal priority. Is there something that can be done to fix this?

    When I view the raw content, the priority is send in correctly:

    Received: from xxxxx ([xxxx]) by xxxxx
    ([xxxx]) with mapi; Wed, 18 Apr 2012 11:46:14 +0200
    From: xxx
    To: xxx
    Importance: high
    X-Priority: 1

    Date: Wed, 18 Apr 2012 11:46:12 +0200
    Subject: dringend
    Thread-Topic: dringend
    Thread-Index: Ac0dSBdDzMVGV80+QuGItlbQ2lwOkQ==
    Message-ID: <E6F7E2AFE0387249B3938F635E8AB4F6644227D7B5@xxxx>
    Accept-Language: nl-NL, en-US
    Content-Language: en-US
    X-MS-Exchange-Organization-AuthAs: Internal
    X-MS-Exchange-Organization-AuthMechanism: 04
    X-MS-Exchange-Organization-AuthSource: xxxx
    X-MS-Exchange-Organization-SCL: -1
    acceptlanguage: nl-NL, en-US
    Content-Type: multipart/alternative;
    MIME-Version: 1.0
  2. ST-AWhite

    ST-AWhite New Member

    Hello Wouter,

    Not a bad idea. Right now all tickets imported via POP are treated as normal priority. We do this because replies to tickets could also change the priority the agent already set. We could potentially do this for new tickets, however.