I've configured SMTP setting and given it as alternative mail Id for the ticket queue (i.e k1000test@mydomain.com). I would like to change the ticket status or approve the ticket via email. I've configured the approvers in service desk. Please let me know if it is possible to do it and the email format to modify a particular ticket.
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Hi SRM_19,

This should be possible by sending the email and using the appropriate token.

@status=Opened   would set the ticket to Opened status, for example.

@approver=user1@mydomain.com  would set the approver to the person designed.

However, there are a couple of things to consider when doing the approval via email. The service desk will respect what you have set for that field, meaning that if the user submitting the email update is not allowed to modify said field you'll get a reply from the box saying why it is unable to change it.

By default, you'd want the person sending the email update to do the update of the @approver field is the Approver himself.

You can check other tokens that can be used on your emails here: https://support.quest.com/kb/129172.


Hope this helps.
Answered 01/09/2018 by: Josh_H
Senior White Belt

  • Thanks for your answer. I tried sending mail using the tokens. The fields are not changing. How do I specify the ticket id that needs to be modified?
    • Oh, I´m terribly sorry! I forgot to mention that. On the subject of the email you need to include the ticket number using this format [TICK:XXXX] where XXXX is the ticket number that you want to modify. You can observe this same format on any email notification for a ticket that you get from the box. Hope this helps.
      • Thanks for your time. I tried sending mail using the format which you mentioned. Still the ticket isn't reflecting the changes:(
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That's odd. I just tested it again. Sent an email, from the user who is to be set as approver (in my scenario the approver is User1) to the queue with just [TICK:0103] on the subject (0103 was the ticket I wanted to update) and in the body of the email all I had was @approver=user1@mydomain.com and it worked.
I did this test using a K1000 running 8.0. If you are on different version results might be different but I don't really think that can be the cause as I recall doing this as far back as 6.4

My recommendation at this point is for you to submit a Service Request, that way we can provide you better guidance on this topic and/or correct any configuration that might be affecting you.
Answered 01/11/2018 by: Josh_H
Senior White Belt

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