Any replies made to the original email thread used to create a ticket, or to the emails sent from Service Desk associated with the ticket, appear on the ticket's Comments tab. For more information, see View ticket comments.
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You can change ticket attributes by email using variables that contain the @ symbol at the beginning of email messages.
Any text after the last email variable is added to the ticket Comment field.
Invalid fields and field values produce errors that are emailed back to the sender using the email error template. For more information on email templates, see Configuring email triggers and email templates.
You can clear any field by sending an email with the prescribed syntax.
The syntax takes the form @fieldname=. For example, the following entry clears the Due Date field:
You can change the following ticket attributes using email messages if the value of the ticket field is set to User Modify.
For information on changing ticket field permissions, see Using ticket approvers.
A comma-separated list of email addresses or distribution lists. | |
A due date. The date can be in any format. For example, 4/3/2014, April 3, 2014, or next Thursday. | |
The submitter's username, full name, or email address. The email address is used for the username and email address fields. The full name is set to the Name portion of the email address. For example, name@domain.com. | |
The state of the ticket approval process. You can set this field to one of the following values: Approved, Rejected, None, or More Information Needed. | |
Indicates if only owners can comment on the ticket through email. When set to 1, the flag is True. Any other numeric value sets this indicator to False. | |
The value of a custom ticket field, where <number> is the custom field ID. For example, $custom_2=ABC assigns the value of ABC to the CUSTOM_2 ticket field. |
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