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Service Desk Custom Fields through email

Fellow IT ninjas,

I am trying to figure out how to update custom fields through email, is this functionality possible? if not, how would one create a subticket and inherit parent fields relevant to the new queue? 

Thanks,
Brighamy
Asked 9 years ago 835 views
3 Comments   [ + ] Show comments
  • To update a custom field, you can use the following syntax in email:

    @custom_field_label=value

    We do this with some web forms to allow clients to submit requests. - tshupp 9 years ago
  • You also need to make sure that the field to be updated is set with the correct rights in the ticket - Hobbsy 9 years ago
  • Thank you both for the response! I had my fields set to user create not user modify, this change combined with using the custom label name fixed my issue! - brighamy 9 years ago

Answers (1)

Posted by: brighamy 9 years ago
White Belt
0
To update a custom field, you can use the following syntax in email:

@custom_field_label=value

We do this with some web forms to allow clients to submit requests.

Posted by:

brighamy White Belt
Ninja since: 9 years ago

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