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.
Approvers can change the following approval fields:
Modify the ticket. Use one of the following: Approved, Rejected, None, or More Information Needed. | |
Change the ticket approver. Enter a username from the ticket approval label. For instructions on setting up the label of approvers, see Using ticket approvers. | |
You can set custom fields for Service Desk tickets through email using the prescribed syntax.
The syntax takes the form @custom_fieldname=newvalue.
Custom fields cannot contain spaces. Use an underscore between words. For example, new_value.
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