Adding a contact in Autotask from ATES
When the Add Ticket Email Service (ATES) processes an incoming email message it compares the incoming customer information to your Autotask organizations.
- If ATES identifies an Autotask organization that corresponds to the incoming XML customer information, but cannot find a matching contact in the organization information, and the XML does not include the Contact element, the service does not assign a contact to the ticket.
A message is added to the ticket indicating that no match was found for the contact email address submitted with the alert email.
- If the incoming XML includes the contact element, the Web Services attempt to add a contact using the incoming Contact element information.
NOTE The Contact element is not required but strongly recommended for users who want to use Autotask workflow rules to set up a system to notify contacts at ticket creation.
The following is the contact element tag: <Contact name="Firstname Lastname"/>
For an example of an XML token that includes the Contact name tag, refer to Sample message XML.