I have a handful of custom ticket rules that send out emails, which all are working fairly well.  What I just started to find out was that if a user replies to one of those emails, it creates a new ticket it that queue, instead of just updating that ticket's comment section.  I have used the default custom ticket rules in my main Help Desk queue for over a year now and this email flow seems to work fine.

What I believe is my issue is that I do not have the ticket number and/or title in the subject of those emails, which is how the default custom rules appear in email.  So I tried adding $ticknum but that doesn't seem to do the trick. The $ticket_number variable I see in the Ticket Updated built-in email rule appears as $ticket_number one the subject line.  Clearly I am not grabbing that info in my select statement, but I don't know where I would grab it from to leverage it.

Of course, the other option is that I am totally off base in what is not allowing my users to email responds to update tickets.

Neither of my queues allow email to create new tickets.

Any help would be immensely appreciated.
Answer Summary:
1 Comment   [ + ] Show Comment


  • I had the ticknum variable already in my query for a link to the body of the email. I didn't try what you had, but now that I have it works as expected. Thank you very much sir.
Please log in to comment

Answer Chosen by the Author

Assumptions -
You're using a Ticket Rule to run the select statement and populate the email.
The ticket rule is set to - Email each recipient in query results.
You're querying HD_TICKET table as part of your select statement.

Add this line to your query - "HD_TICKET.ID AS TICKNUM, -- $ticknum"

Then this needs to be FIRST in the Subject: field of the ticket rule - [TICK:$ticknum]

Answered 11/16/2015 by: jmarotto
Second Degree Green Belt

Please log in to comment


Answer this question or Comment on this question for clarity