Alvao Service: Reply to the email - Recognition by ticket tag is not working correctly - New ticket is created instead

This article is about product releases

ALVAO Service Desk 11.0 and higher

Symptoms

Reply to the email from Service Desk is not correctly recognized by Alvao Service and new ticket is created instead.
This can occur on the database with case insensitive collation.

Cause

The cause is a bug in ALVAO products.

Solution

Fix planned for release 25.3 RTM (code freeze 2025-08-25; 2025-09-25)

Workaround

Manually insert values into the HdSectionMessageTag.

For example:
insert into HdSectionMessageTag (Prefix, Suffix) values ('T','alvao')

Steps to reproduce this behavior

On some service, you have defined service prefix and suffix.
Prefix: T
Suffix: ALVAO

Now you want to change suffix ALVAO to alvao.
Message recognition will not work, because on the case insensitive DB *ALVAO* is the same as *alvao* and *alvao* is not inserted to the table HdSectionMessageTag as a new combination for recognition.

Issue number

T179985ALVAO

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