I would think you could do that with Action Rules, but it would need to be pretty specific.
IF <look for specific keyword> then change this field to <whatever you want to set the field to be>.
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I dont believe the email triggers / tags will alter or set a request type,
but there are many other things they can do if used in email templates or manually entered into an email subject line;
Action: Tech update - Adding notes
Hidden: Yes or No for client visibility
Status: Open, close, pending etc.
Email Client: if you want the clients to receive the email
Reassign: Reassign to another tech
Minutes worked: place minutes worked
Billing rate: make changes to the billing rate.
On top of this, you can use the items below as a guide:
Action:Cancel - client ticket cancellation
Action:Update - client add note
Action:ConfirmResolution - client confirmation
Action:RejectResolution - client confirmation
Action:ApproveTicket - tech approval process
Action:DenyTicket - tech approval process
Action:TechUpdate - tech update
Action:TechDelete - tech delete ticket
The example in the excerpt below also show the available items that you can use to set variables in WHD via the subject line.
- Ticket:12345 Action:TechUpdate Hidden:NO Status:Pending EmailClient:NO Reassign:email@example.com
Hidden: YES or NO - if the update should be visible to the client
EmailClient: YES or NO - if an email notification should be sent to the client
VisibleToRequester: YES or NO - if the approval answer should be visible to the client (only works for tickets with approval process)
Also to change the status of the ticket via tech email:
- Ticket: 12345 Action:TechUpdate Hidden:NO Status:Open EmailClient:YES
Status: can be Open, Resolved, Cancelled, Closed, Pending (or any custom status that you added in WHD).
You do not need to include the other parameters such as Hidden or EmailClient. Just the ticket number and, tech update action and the status parameters are sufficient.
- Ticket: 12345 Action:TechUpdate Status:Open
Also as additional note, no space should be typed between the word "ticket:" and the number, otherwise a new ticket will be generated.