11 Replies Latest reply on Oct 5, 2015 12:02 PM by jhammell

    Updating tickets via email

    jameswise

      I apologize if I’m asking something that everyone else knows or is documented somewhere that I haven’t immediately found, but I am looking for a list of values that can be used in the subject of an email to change a ticket. Thanks to one post I found, I found that the following subject line can be used to add a hidden tech note to a ticket (ticket #997 in this example):

      Ticket:997 Action:TechUpdate Hidden:YES

       

      I feel sure other actions and/or parameters can also be passed though. I’m mostly interested in how to change the status of a ticket (e.g. open, pending, resolved, closed, etc…) via an email. Any and all help would be greatly appreciated!

        • Re: Updating tickets via email
          kjette

          Hete are some others:

           

          Ticket:536118 Action:TechUpdate Hidden:NO Status: EmailClient:NO Reassign: MinutesWorked: BillingRate:

            • Re: Updating tickets via email
              jameswise

              Thank you! I was able to use several of these to help me. Status:Pending worked for example as did MinutesWorked:5 (5 being the example value I used of course). I think I can do most of what I was looking for now. One field left though is a custom field we have but I think this might be more tricky since it's a custom field. If anyone knows of other supported parameters (including support for custom fields), Please let me know but I already appreciate the help received this far quite a lot!

                • Re: Updating tickets via email
                  kjette

                  I haven't been able to get custom fields to work.  I know you can include them in outbound emails by using the display order number.  For example if you want to include a custom field in an email the tag would be <custom_10> or whatever the display number is for that field.  Haven't been able to get it to work for updating tickets via email though.

              • Re: Updating tickets via email
                jbrandenburg

                Is that the FULL list of options available, or are there more?

                  • Re: Updating tickets via email
                    jameswise

                    There could be more but I'm not sure. Lately I was wondering if the customer could send in an email with a specific subject to set the ticket priority as well but I haven't had a chance to investigate if that's possible or not. If anyone knows or has more ideas on valid subject line keywords, all comments would be appreciated.

                      • Re: Updating tickets via email
                        Peter Krutý

                        Hi James,

                         

                        thanks for feedback, we will definitely look into documenting this feature better and I will consider to write a Blog Post before it.

                         

                        Currently only possible fields are those mentioned here:

                         

                        Ticket:1014 Action:TechUpdate Hidden:NO Status:Pending EmailClient:NO Reassign:sally@mycompany.com MinutesWorked:30 BillingRate:Standard

                         

                        We will prepare more documentation. Stay tuned!

                        Peter

                          • Re: Updating tickets via email
                            jameswise

                            Thanks Peter. I definitely think adding support for the priority field would be a good idea. I was thinking about this because I'd like the customer to be able to flag urgent issues and then possibly trigger a notification mail to a tech based on that. This could reduce constant disruptions for new tickets while still allowing for immediate notifications for urgent issues where we needed to interrupt our other work for the new urgent issue.

                             

                            Best Regards,

                            James

                              • Re: Updating tickets via email
                                Benar Isais

                                For time being, probably you can use the Action Rules that if there is word Priority:Urgent on the Subject, then it will trigger the action rule to set the priority to Urgent or what ever setup you like on the ticket to be automatically made by action rule.

                                Regards,

                              • Re: Updating tickets via email
                                jhammell

                                Peter Krutý wrote:

                                 

                                Hi James,

                                 

                                thanks for feedback, we will definitely look into documenting this feature better and I will consider to write a Blog Post before it.

                                 

                                Currently only possible fields are those mentioned here:

                                 

                                Ticket:1014 Action:TechUpdate Hidden:NO Status:Pending EmailClient:NO Reassign:sally@mycompany.com MinutesWorked:30 BillingRate:Standard

                                 

                                We will prepare more documentation. Stay tuned!

                                Peter

                                Is there anymore information on this?  I'm interested in the "Request Type" field and\or a way to prevent rule processing when I email in a ticket.  Currently we have a rule in place that if an email comes into the helpdesk it is set to "Service Type: General/Other" and then everybody, and their monkey, is e-mailed a notification.  So I really want to find a way to email tickets in (to expedite the creation process), but not have everyone notified.  Thanks for any help you can provide.