Applies to: SharePoint Online and SharePoint On-Premises
Description:
If the Case Id syntax “[CaseId: value]” present in the mail subject, our application links that email to ticket instead of creating new duplicate ticket. In standard notification utilities we can directly include this syntax, but in Workflow Manager “[“and “]” characters are reserved ones so we cannot directly use them mail template. This article describes the alternative solution.
Summary of steps:
1. Create two single line of text fields (left, right) in Tickets list
2. Configure Mail template with left and right place holders instead of direct brackets
3. Update existing tickets using datasheet view (Optional)
Detailed Steps:
1. Create two single line of text fields in Tickets list
a. Create one field, “left” with default value “[“and another field, “right” with default value “]”. To create new fields, please go to Application Administration –> Configure lists –> Configure Tickets and create new column as shown below
Similarly, create another column with name “right” with text as “]”.
2.Configure Mail Template with Case Id syntax
-Edit the desired mail template and use left and right column place holders instead of direct bracket characters.
i.Online: Go to Application Administration –> Crow Canyon NITRO Apps –> Crow Canyon NITRO Workflow Manager App –> edit the desired workflow, desired send mail action, edit desired mail template and update as shown in below screenshot.
ii.On-Premises: Click on Site Settings gear icon 
, Crow Canyon Workflow Manger, edit the desired workflow, desired send mail action, edit desired mail template and update as shown in below screenshot.
Mail Template Subject: Auto Assignment notification for ticket — [[left||left]]CaseId: [[ID||ID]][[right||right]]
3.Update Existing Tickets
a. With the above configurations, Case Id syntax works for newly created tickets that are created after these configurations. For the existing tickets, left and right columns values are still blank so we need to update them. We can use Datasheet view/Quick Edit mode to update tickets in bulk.
