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Title
How to Change Ticket Fields via Email -
Description
When working with tickets, it is possible to change ticket fields via email using variables. These email variables are available for most fields but can require specific formatting to apply as intended. They are listed in the KACE Systems Management Appliance (SMA) Administrator Guide and are sometimes updated with a new SMA version. Having quick access to the available variables may help when creating a new ticket via email.
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Resolution
Prerequsites:
- Ensure that the email address used belongs to an authorized submitter in the queue
- Ensure that the attribute/field has permissions the test user can set/update
- User Modify
- Create an email to send to the queue or reply to an email from an established ticket
To change ticket fields via email:
- At the top of the email, begin with the variables first
- To set a value, use @attribute=value
- @category=software
- To clear/delete a value, use @attribute=
- @category=
- Once all of the variables are listed, then enter the desired text below the variables.
Note: The variables should set/delete the attribute value and then be removed from the body of the ticket (leaving only the text below as the comment).
Variables available
{Template/Process Name} Using brackets around the process or template name in the subject line of the email (before the subject which becomes the ticket title) allows the use of processes / ticket templates via email.
@category A valid category. @cc_list A comma-separated list of email addresses or distribution lists. @due_date A due date. The date can be in any format. For example, 4/3/2014, April 3, 2014, or next Thursday. @impact A valid ticket impact. @owner The owner's username, full name, or email address. @priority A valid ticket priority. @resolution A resolution. @status A valid ticket status. @submitter 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.
This variable only works when the email comes from an unknown sender on ticket creation.@title A title for the ticket. @summary A detailed description of the issue. Can only be used to modify/change the summary. On initial ticket creation, the entire body of the email is the summary and the @summary token does not function. @asset The asset associated with the ticket. @machine The device associated with the ticket. @approval 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. @approval_note A note associated with the approval. @owners_only 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. @custom_<number> The value of a custom ticket field, where is the custom field ID. For example, $custom_2=ABC assigns the value of ABC to the CUSTOM_2 ticket field. Custom fields cannot contain spaces. Note: 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 SMA Administrator Guide for more information.