What happens if some fields are not included in the original ticket, do the fields get dropped completely? Will the sync not work at all?

 
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    As an exalate administrator you can choose how incoming messages are being processed.
    If there is information missing, you are able to either stop the sync, or come up with default values, or just ignore the missing information.


    All depends on the business requirements - exalate can accomodate.

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