The body of the email can contain a syntax that allows the workflow to map data in the body to fields (columns) on the ticket. Below is the syntax to map incoming email to a ticket:
1. Subject needs to end with “$mapping”, e.g., “Problem with printer $mapping”. This is usually done programmatically by code in an add-on to Outlook or in web pages that generate emails. More detail below in the Incoming Email from Users section.
2. All the fields that require mapping need to be on separate lines. The format needs to be Display Name of the field on the Ticket: Value of the field, such as:
a. Priority: High
b. Category: Hardware Problem
Note that this will work for custom fields that are added to the SharePoint Tickets list.