I want the user information to be visible in the Ticket itself. Can the system 'auto populate' custom fields with user information when a new ticket is created via email? Is this possible?
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Yeah, but you need to know the name of the field. Then you just use the same method as other fields by placing "CUSTOM1=value", etc. at the top of the email body.
Answered 09/27/2011 by: airwolf
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Maybe I am being dense but I added "CUSTOM1=Mary" and "CUSTOM_1=Bill" (the latter how it displays in customization) to the email body, with and with parens, and nothing populated.
Answered 09/27/2011 by: Transam
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Oops, sorry. You need the '@' symbol before the variables. They've also got to be at the beginning of the body. So, your email would need to start with "@CUSTOM_1=Mary" without the quotes.
Answered 09/27/2011 by: airwolf
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That did it. Thanks!!
Do you have any suggestions on how we could automate this? I will never get a user to populate CUSTOM_1=Rod in an email. We would like to stick to email, just got them to start using email instead of calling. Could we do something with Ticket Rules? Like run an update query?
Answered 09/27/2011 by: Transam
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You could use a rule to populate some custom fields. for example if you wanted the user's phone # to appear in a custom field you could do:


select ID from HD_TICKET JOIN USER ON SUBMITTER_ID=USER.ID
WHERE CUSTOM_FIELD_VALUE0='



update HD_TICKET JOIN USER ON SUBMITTER_ID=USER.ID
SET CUSTOM_FIELD_VALUE0=USER.WORK_PHONE WHERE HD_TICKET.ID=<TICKET_IDS>
Answered 09/27/2011 by: GillySpy
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The information about changing a field via email with the @fieldname syntax is very interesting. I had written a rule that checked for comments beginning with COMMAND=CLOSE that would set the Status to closed and then use the rest of the email as the resolution note. This would allow technicians to easily close tickets from the field using their smartphones but I guess I didn't need to go through the trouble. I have never seen this capability addressed in the knowledge base or the documentation. Does anyone know why something as useful as this isn't mentioned? If it is mentioned, could you please point it out to me so I can see what else I've missed?
Answered 10/07/2011 by: steelc
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It is in the documentation -- "service desk guide". Section is: "Modifying ticket attributes using email"
Answered 10/07/2011 by: GillySpy
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