Kace Service Desk - Variables - Parentticket
Hello together,
have any a list of all variables for ticketcreate via email.
Many of them are in the documentaion. But i need a variable to set a parentticket.
For example:
My parent-Ticket will send a mail to a queue which open a new ticket. The email contains all required informations. i need only a variable to set the parentticket in the new ticket too. The parentticket is the ticket which open the new ticket.
Thanks a lot for help.
Answers (2)
I have never tried setting the parent via email but the variable should be @parent_id.
Thank you for your help chucksteel.
If a write a mail with @parent_id it fails. But I had solved. A Rule send a mail to a other Queue which adds a new Ticket. The Mail contains following:
@custom_3=$parent_id
Now the Parentticket-ID is in the new Ticket.
The new ticket contains a ticket-rule which make a SQL-Update:
set HD_TICKET.PARENT_ID = HD_TICKET.CUSTOM_FIELD_VALUE2
It works fine!
IMPORTANT TO KNOW:
If you change a customfield via mail the numbers begins at 1
If you change a customfield via SQL the numbers begins at 0
best regards
Johnzko
Comments:
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Check the permissions on the Parent Info field, you might need to change it to User Modify in order for it to be set via email. You have a rule working, which is great, but setting it directly via email might be nicer. - chucksteel 11 years ago
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Yes that was really nicer. If i set this how you describe i doesnt work in the system. :/
Ideas ? - Johnzko 11 years ago-
It's possible that some fields just can't be modified with ticket variables. - chucksteel 11 years ago
(new thread: http://www.itninja.com/question/email-to-service-desk-from-rule-does-not-create-a-ticket) - MichaelMc 9 years ago