Hello together,

have any a list of all variables for ticketcreate via email.

Many of them are in the documentaion. But i need a variable to set a parentticket.

For example:

My parent-Ticket will send a mail to a queue which open a new ticket. The email contains all  required informations. i need only a variable to set the parentticket in the new ticket too. The parentticket is the ticket which open the new ticket.


Thanks a lot for help.

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  • I've started a new thread, and in spite of the fact that this is a bit old, I'm hoping you're still around to answer: How'd you do that? I have a rule where a parent ticket sends and email to the queue. The email gets sent, but no ticket gets created. What did I miss?
    (new thread: http://www.itninja.com/question/email-to-service-desk-from-rule-does-not-create-a-ticket)
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I have never tried setting the parent via email but the variable should be @parent_id. 

Answered 11/21/2013 by: chucksteel
Red Belt

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Thank you for your help chucksteel.

If a write a mail with @parent_id it fails. But I had solved. A Rule send a mail to a other Queue which adds a new Ticket. The Mail contains following:


Now the Parentticket-ID is in the new Ticket.

The new ticket contains a ticket-rule which make a SQL-Update:


It works fine!


If you change a customfield via mail the numbers begins at 1

If you change a customfield via SQL the numbers begins at 0

best regards


Answered 11/21/2013 by: Johnzko
Orange Senior Belt

  • Check the permissions on the Parent Info field, you might need to change it to User Modify in order for it to be set via email. You have a rule working, which is great, but setting it directly via email might be nicer.
    • Yes that was really nicer. If i set this how you describe i doesnt work in the system. :/

      Ideas ?
      • It's possible that some fields just can't be modified with ticket variables.
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