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Level 8

What variables are available for e-mail generated tickets?

I am trying to have an automated system create tickets via e-mail.  I would like to know if I can set variables by formatting the e-mail a specific way.

One useful field to be able to set is the CC field so specific users get notified about updates to tickets that are created.

Tags (1)
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Highlighted
Level 11

Re: What variables are available for e-mail generated tickets?

Here is what is documented as the complete list of tags that can be used.

Apply your tags in email templates

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Highlighted
Level 8

Re: What variables are available for e-mail generated tickets?

Thanks for the reply Jeff.

I believe that those are the variables for outgoing e-mails.  I want to know what variables are parsed from incoming e-mails.

I know the following triggers for variables exist from the subject line.

Ticket:

Action:

Hidden:

Status:

EmailClient:

Reassign:

MinutesWorked:

BillingRate:

Are their others?

What Actions are allowed?

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Level 11

Re: What variables are available for e-mail generated tickets?

You could use action rules and trigger off of almost anything you could think of if you can find it under the criteria section.

An example of a cc: option could be to setup an action that looks like this:

Criteria -> Request contains: notify Admins

Actions -> Modify ticket: set the cc: email1@domain.com, email2@domain.com, etc...

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Level 8

Re: What variables are available for e-mail generated tickets?

Hi Jeff,

Thanks again for the reply.

I can't use a static action rule because I don't know the e-mail address to CC.  It would be in the incoming e-mail somewhere (I can format this any way I want).  Right now a technician has to manually look at the request detail then copy and paste the email address into the CC.  I would like to do this automatically so that the CCed user knows that the ticket was created before a technician has even looked at it.

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Level 11

Re: What variables are available for e-mail generated tickets?

Everything I could find indicated what you already see as the usable items from a subject line.  Maybe bshopp​ or someone else at SWI could potentially let us know if there any other options for variables on the incoming email.  Sorry I wasn't able to get an answer for you that I could find.

-j_a_catlin

Loop1 Systems: SolarWinds Training and Professional Services

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