Is it possible to change the service desk queue via e-mail?
There are ways to update status (@status=<validstatus>) or owner (@owner=owner@domain.com).
Is there a way to change the queue? (e.g. @queue=<queuenamew/nospaces>)
I don't want to use a rule unless I absolutely have to.
Answers (2)
After realizing that parsing a Comment would result in potentially very involved SQL query, I went with the approach of defining a Category for Changing Queues. I have a ticket rule that runs on save where it will look for a specific Category value (e.g. ChangeQueue::Queue1) and then update the HD_TICKET.HD_QUEUE_ID = <Queue1's QueueID>.
When I send an e-mail to the K1000 Queue and specify: @Category=CHANGEQueue::Queue1 the ticket is updated, saved and the ticket rule is triggered updating the HD_TICKET.HD_QUEUE_ID. It also sends an update to the default Ticket Owner.
No, this is not possible.
Normally you can address another queue by using the correct email address (if configured) so usually this should not be nessesary very often.
Comments:
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Thanks Nico! I actually did figure out a way to do it via e-mail & a ticket rule. - Domo2k 11 years ago