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Handle Emails with Empty Subject Lines

Overview​

MSPintegrations allows users to develop workflows that transform incoming emails into Autotask tickets. Normally, the email's subject line is used as the Autotask ticket title. However, Autotask requires a ticket title, so emails lacking a subject line result in attempts to create tickets with empty titles, causing rejections and errors. This guide details how to configure MSPintegrations workflows to ensure successful ticket creation even when subject lines are empty by assigning a default ticket title.

Issue​

  • Emails may arrive without a subject line.
  • Creating an Autotask ticket with no title results in a rejected API call.
  • MSPintegrations generates an exception, disrupting workflow operations.

Solution​

To address this, configure MSPintegrations action steps that create tickets so that the ticket title uses a default value if the email subject line is empty. Configure the MSPintegrations action step so that the Autotask ticket title is set to:

{{#if email.subject}}{{email.subject}}{{else}}New email from {{email.from.address}}{{/if}}

When an email arrives with a subject line, the ticket title will be set to the email subject line. If the subject line is empty, the ticket title will be set to New email from followed by the sender's email address.

By setting up your MSPintegrations workflows as outlined, you will efficiently handle emails with empty subject lines, facilitating seamless ticket creation in Autotask and preventing unnecessary exceptions.