/build/static/layout/Breadcrumb_cap_w.png

Rule to add a comment when replying to an email

Hello,

I have a rule to send an email to a group in charge of doing certain task, how it works is:

A customer will fill out some fields in kbox and a ticket will be created and also an email will be sent to the group in charge of fixing it.

Is there a way that once the group takes care of the assigment, if they reply back to the email to add a comment in the kbox ticket?

How can we accomplish this, the email rule we have is as follow:

select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_TICKET_CHANGE.COMMENT AS EMAIL_BODY,
U1.USER_NAME as OWNER_NAME,
U3.USER_NAME as LASTINPUTNAME,
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
STATE,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
U3.EMAIL as UPDATEREMAIL,
'groupincharge@mycompany.com' as NEWTICKETEMAIL,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP)
from ( HD_TICKET,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY)
JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
and HD_TICKET_CHANGE.ID=<CHANGE_ID>
left join USER U1 on U1.ID = HD_TICKET.OWNER_ID
left join USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
left join USER U3 on U3.ID = HD_TICKET_CHANGE.USER_ID
where HD_PRIORITY.ID = HD_PRIORITY_ID and
HD_STATUS.ID = HD_STATUS_ID and
HD_IMPACT.ID = HD_IMPACT_ID and
HD_CATEGORY.ID = HD_CATEGORY_ID and
HD_TICKET_CHANGE.DESCRIPTION = 'TICKET CREATED' and
HD_TICKET.TITLE = 'Used Fedex Labels Script'

A Fedex Label has been requested using the Fedex Label Request Self Help Tool, see KBOX Ticket $ticknum from $submitter_fullname, please create it as soon as possible.
Fedex Label Info:
$email_body
If there are any questions please contact the [email=thekboxsupport@mycompany.com]thekboxsupport@mycompany.com[/email]

0 Comments   [ + ] Show comments

Answers (3)

Posted by: GillySpy 14 years ago
7th Degree Black Belt
0
If the subject of the email is [TICK:$id] then when they reply to the kbox's email address it will log that as a comment in the ticket.

This only works on 5.0 and up which I can tell you already have by the way the rule is written.

FYI, your second last line should be:
HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%' and
Posted by: chris811 14 years ago
Orange Belt
0
ORIGINAL: GillySpy

If the subject of the email is [TICK:$id] then when they reply to the kbox's email address it will log that as a comment in the ticket.

This only works on 5.0 and up which I can tell you already have by the way the rule is written.

FYI, your second last line should be:
HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%' and

Thank you that worked, what about a rule to close the ticket when someone reply back to the email?

Posted by: GillySpy 14 years ago
7th Degree Black Belt
0
If an owner wants to close a ticket by email they put @status=Closed at the top of the email. Other fields and statuses can be used in the same way. This is covered in the admin guide.
Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.
 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ