Using a Google Form Email to create a ticket and assign owner
I have a Google form. My google form will send an email to my K1000 and open a ticket.
What I can't figure out is how to assign an owner to the ticket.
I have in the email body of the message created:
@owner=myemail@domain.com
I've tried
@owner=username too
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Answers (2)
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Posted by:
ken2015
9 years ago
Chuck's answer is correct:
The submitter doesn't need to be an owner, but must have permissions to change the owner. That's a subtle distinction but important. You can set the permissions on each field separately.
I simply created a ticket rule that says any ticket created that starts with a subject of X gets assigned to a particular user. That will work for me at this point.
Posted by:
Hobbsy
9 years ago
I think you will find that you need to be a ticket owner to use the @ codes, so your incoming email, from your google form may need to be from an email address associated with a ticket owner in your K1000
Comments:
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The submitter doesn't need to be an owner, but must have permissions to change the owner. That's a subtle distinction but important. You can set the permissions on each field separately. - chucksteel 9 years ago
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So Chuck, how do you suggest the customer sets the values of his fields within the queue - User Modify? - Hobbsy 9 years ago
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Yes, in order to set the owner the submitter (which in this case is the email address that the Google form sends as) needs to have modify access to the owner field. - chucksteel 9 years ago
I have all of our various @ callouts at the top of the email, prior to the body/content of the email. Like this:
-------------------------
@client=[clientemail]
@title=[emailtitle]
@category=[category]
@owner=john_doe@ourcompany.com
[Message body] - tshupp 9 years ago