It is not technically possible at this time to trigger a process by email, but you could create all the ingredients to the process failry simply (caution: simplicity may be in the eye of the beholder).

The idea is you could have a ticket rule that generates an email to the queue. Those emails would create tickets. The email would need the following ingredients:
  1. They would need to set the owner
  2. It would need to indentify the parent ticket
The owner would NEED be identified by the @owner token. If you don't identify the owner then you could end up in a mail loop. Make sure that you follow step 2 of this doc to create a valid user that can set this token. Note that you can create the children in any queue this way but you have to setup the user according to step 2 in each queue.

The parent could be identified by a custom token (see this) like @parent_ticket for example that points to the ID. How you get the ID of the parent would be a job of the query -- this would be an on ticket save rule so presumably the ID of the parent would be the ID of the ticket calling the rule.

Here's a sample select query:
Select HD_TICKET.ID,
OPROXY.EMAIL QUEUEMAIL,
CHILDREN.TITLE CHILDTITLE,
CHILDREN.PRIORITY,
SPROXY.USER_NAME SUBMITTER
FROM HD_TICKET
JOIN HD_QUEUE Q ON Q.ID=HD_TICKET.HD_QUEUE_ID
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID=HD_TICKET.ID and C.ID= <CHANGE_ID>
JOIN HD_CATEGORY CAT ON CAT.ID=HD_TICKET.HD_CATEGORY_ID
JOIN HD_STATUS S ON S.ID=HD_TICKET.HD_STATUS_ID
JOIN HD_PRIORITY P ON P.ID=HD_TICKET.HD_PRIORITY_ID
JOIN HD_IMPACT I ON I.ID=HD_TICKET.HD_IMPACT_ID
JOIN (
/* set child ticket values */
select 'Child1' TITLE, 'High' PRIORITY UNION ALL
select 'Child2' TITLE, 'Medium' PRIORITY UNION ALL
select 'Child3' TITLE, 'Low' PRIORITY
) CHILDREN
LEFT JOIN HD_TICKET_CHANGE_FIELD F ON
F.HD_TICKET_CHANGE_ID=C.ID and FIELD_CHANGED ='IS_PARENT'
LEFT JOIN USER UO ON UO.ID=HD_TICKET.OWNER_ID
LEFT JOIN USER US ON US.ID=HD_TICKET.SUBMITTER_ID
LEFT JOIN USER UA ON UA.ID=HD_TICKET.APPROVER_ID
LEFT JOIN USER UU ON UU.ID=C.USER_ID
LEFT JOIN MACHINE M ON M.ID=HD_TICKET.MACHINE_ID
/* verify that submitter is a valid submitter*/
LEFT JOIN HD_QUEUE_SUBMITTER_LABEL_JT SLJ ON Q.ID=SLJ.HD_QUEUE_ID
LEFT JOIN LABEL SL ON SL.ID=SLJ.LABEL_ID
LEFT JOIN USER_LABEL_JT UL ON UL.LABEL_ID=SL.ID
LEFT JOIN USER SPROXY ON SPROXY.ID=UL.USER_ID
/* verify that owner is a valid owner */
LEFT JOIN HD_QUEUE_OWNER_LABEL_JT OLJ ON Q.ID=OLJ.HD_QUEUE_ID
LEFT JOIN LABEL OL ON OL.ID=OLJ.LABEL_ID
LEFT JOIN USER_LABEL_JT UL2 ON UL2.LABEL_ID=OL.ID
LEFT JOIN USER OPROXY ON OPROXY.ID=UL2.USER_ID
WHERE 1=1 and F.AFTER_VALUE=1
and LOCATE(Q.EMAIL_USER,OPROXY.EMAIL)>0 /*there does exist a user to represent the queue*/
and Q.ALT_EMAIL_ADDR<>SPROXY.EMAIL /* the email address of the queue does not match the designated submitter */
and LOCATE(Q.EMAIL_USER,SPROXY.EMAIL)=0 /* the queue user is not the submitter */
and SPROXY.USER_NAME <> OPROXY.USER_NAME /* the queue user is not the submitter*/
and SPROXY.USER_NAME='submitters_user_name' /* change usernameof submitter */
and SL.NAME='submitter_label_name' /* change label that submitter is in */
and OPROXY.USER_NAME='child_owners_user-name' /* change username of proxy owner */
and OL.NAME='newownerlabel' /* change label that proxy owner is in */


Here's what the email body might look like:

@Submitter=$submitter
@Priority=$priority
---------------------
@Parent_Ticket=$id
New child ticket automatically created by rule


Note that no update query is needed.
0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Answers

0
Note that the above query assumes your creating children in the same queue so it does owner validation on that queue. This might not be true if you are creating (ie emailing) those child tickets in a different queues so you will need to modify th query accordingly.
Answered 11/25/2010 by: GillySpy
Seventh Degree Black Belt

Please log in to comment
Answer this question or Comment on this question for clarity

Share