Overview
Email communication in the Servicedesk application (TeamDynamix) makes use of a reply token that is included in the body of email messages. The token will look something like this:
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
MHcS+ITdFA+KZzchZ24BuDjljUjo7CF4NCk1EEReNdgxql8byW2
m1jruWOHzw7SGDcQe+68jk4A8Wv5AC1jSKTN23QKjEAtC6+E2j8
dIipu8KpqBij9w2lmyBdsgVEn4g4WJxOKnO0HJz9L+Mvyqin0xI
t4sFhrfJ+5uhGTl26DVY/sNe0EOjq86nqZAaP5In2cP+W1CG07J
IBmDkv0m42CkM9LsHuddmrb4QqLKueXXGruLaUndJEQhh8ByADE
SpjwTwJLIzTA65AUu6orOo71PygRTav36FNlld7x+gntOIMg3VE
zuKuW080DYcgmEHCnRhZQyo1yOVcsgKyC1LQ==
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
These tokens contain the specific email address(es) that they were sent to at the time the notification was generated for validation during reply processing. In this way, the email reply monitor can know whether a reply to that notification originated from the same email address(es) that the notification was sent to. As long as an email reply is from the same email address that the token was generated for, the system will find the user's record by email address and post the response as if it was from that user.
If any other email address other than the original address the notification was sent to replies, the system will proxy the reply. A proxied reply means that the account that monitors TeamDynamix email will post that response on behalf of the person who sent it. It will post something that looks similar to "[User from reply-by-email settings] posted a comment: [comment text] for [email address]." When a reply is proxied, the reply is saved in the system under the TeamDynamix account which runs the reply monitor, not the actual person replying in. Due to this, the original person replying via email may no longer be notified of future replies because those replies might now be in a chain where all replies were proxied and the responses now go to to the reply monitor account.
See this topic for additional details:
How does the system match email addresses to user accounts when interacting via email?
FREQUENTLY ASKED QUESTIONS
What happens if I reply to a ticket notification from a different email ?
If your email is set as abc24@drexel.edu, you receive a email notification with a reply token in it and you reply back from john.doe@gmail.com, your reply will be proxied. This is because the address you reply from must match the address contained in the token for validation. When the values do not match, the reply is proxied. It is highly recommended always replying back to email notifications from the same email address and that the one you primarily reply from be set is your Drexel Email. Otherwise you will experience cases where your reply is proxied instead of showing as from you.
What happens if I reply to another person's token?
It is very easy to pass along a reply-by-email token by CCing other people in. If those people reply and include the original reply token in their email, the system will proxy their reply in.
Who is notified when a person replies by email to a system notification?
When a ticket is created in TeamDynamix and notifications are sent out, replies back to the ticket creation emails will go to:
- The ticket creator.
- Depending on whether or not the ticket has a primary responsible user/group the following people may be notified:
- If the ticket does have primary responsibility set, the responsible user or group will be notified.
- If the ticket does not have primary responsibility set, the ticket type's primary reviewer and Other Email Addresses list will be notified, but only if the ticket type is set to notify the reviewer of new tickets!
These rules are used no matter the ticket creation vector (i.e. through the web application, from the Email Service, from a Scheduled Ticket, etc.). For additional details on this topic see:
Who is notified when a person replies by email to a ticket creation email?