Email Reply Update Ticket
Once a ticket is established and email notification is sent, is there a way to reply to that email notification to update the ticket?
Example:
I get an email stating a ticket has been created for a lost keycard.
I know that I found one but I'm not near my computer to enter a comment.
Can I reply to that email and have it add a comment to the ticket?
Also can switches be added in that email to change the ticket?
IE: if I reply change owner to John Smith, it will reassign the ticket to John Smith.
Or if I say add 5 minutes, it would add 5 minutes as a work note.
Thanks
Example:
I get an email stating a ticket has been created for a lost keycard.
I know that I found one but I'm not near my computer to enter a comment.
Can I reply to that email and have it add a comment to the ticket?
Also can switches be added in that email to change the ticket?
IE: if I reply change owner to John Smith, it will reassign the ticket to John Smith.
Or if I say add 5 minutes, it would add 5 minutes as a work note.
Thanks
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Answers (2)
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Posted by:
steelc
12 years ago
As long as the subject contains [TICK:#] where # is the ticket number emails sent to the service desk email account will be added as a comment. You can modify ticket values by addressing them with @ characters. There's a section in the Service Desk Guide titled "Modifying ticket attributes using email" that covers how it works (thanks to GillySpy for pointing it out to me!).
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