Is there a possibility to configure maileter in the way that when user replies to notification form Service Desk, then this reply is recorded in the ticket.
For sure you can
this is documented somewhere in the admin guide (not have in front of me now )and may depend on the release you are currently on.
Mainly you are setting up specific tagsat the bottom of your outcome notification templates using the syntax in the example below.
When the user replies, those tags will be pass to the text_api by maileater and set the corresponding attributes in your ticket.
List of OOB tags you can use and configuration is available in the text_api.cfg file in the site folder and you can either add your own attributes or refer your own lookup function
%STATUS=Updated by Customer
Note that each tag must start with the % symbol be the first character on the line.
Hope this help.
I was looking for something more robust. This solution is of course good but is prone to situations like when mail client during reply prepends original text with indent characters.
Nevertheless this is the best solution I have so far without working directly with e-mails.
Well if you want more robust I will suggest you look having PAM grabbing the emails and create/update your tickets using the SDM web services vs. maileater that have limited functionalities.
This will allow you to better parse the content of the email, deal with mime-encoding and apply any logic you would like to
PAM have both an email and SDM connector out of the box
Retrieving data ...