Hello I have created 3 queues on the service desk. One is for a trouble ticket/resource request/new user request.

I have created custom tickets for each, we have a intranet site where i can create E-forms what i want to do is have our user fill out a E-form as they will already be on the intranet site and have it email the service desk queue's email address. I really need to learn how to populate the fields from the E-form and have them merge/map into the custom fields i setup in Kace's servicedesk or at least do most of them.  The E-from's "workflow" can email these fields in plain text.

{Title}

{SubmittedDate}

{SubmittedBy}

{SubmissionID}

{Email}

{Link}

{ApprovalComments}

{FormData}

I cannot find any guides in the service desk administrator manual anyone able to point me to a guide or somewhere to get me on the right track?

 

Thanks, 

advkace.

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Hello advkace,

Below is an example:

To: kbox
From:
Subject: Printer Problem
Body:
@priority=high
@custom_2=Dell Printer
@Floor=2nd

You might also want to check and make sure that the submitter has permission to change those fields.

For more information you might want to check out the Service Desk Admin Guide (K1000-Service-Desk-v54.pdf). On page 44, will be more information.

Answered 04/16/2013 by: Kyle_Tuffentsamer
White Belt

  • I believe you need to be a ticket owner to be able to change fields like that.
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Thanks a lot. Once i was able to figure out our Intranet form field ID's the @commands worked great!

Answered 04/18/2013 by: advkace
Blue Belt

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