IT Ninjas!

Earlier I submitted a question about  updating custom fields through email, I learned that by writing the custom label name I could update custom fields but I am not able to set certain fields through email like the Parent_ID even though the value is set to User Modify. As a workaround, I created a custom field that  is called Parent_Ticket and upon ticket save I set the Parent_ID to be the value captured in the Parent_Ticket field. 

Is my current method the best way to accomplish setting a parent child relationship? Is it at all possible to set Parent/Child relationship through email?

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  • I should also mention that these tickets are not in the same queue. Through an update query I can statically set the parent but am unable through the GUI unless they reside in the same Queue.
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