Hello,

I have a rule to send an email to a group in charge of doing certain task, how it works is:

A customer will fill out some fields in kbox and a ticket will be created and also an email will be sent to the group in charge of fixing it.

Is there a way that once the group takes care of the assigment, if they reply back to the email to add a comment in the kbox ticket?

How can we accomplish this, the email rule we have is as follow:

select HD_TICKET.ID,
HD_TICKET.ID as TICKNUM,
HD_TICKET.TITLE,
HD_TICKET_CHANGE.COMMENT AS EMAIL_BODY,
U1.USER_NAME as OWNER_NAME,
U3.USER_NAME as LASTINPUTNAME,
DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
HD_STATUS.NAME AS STATUS_NAME,
HD_STATUS.ORDINAL as STATUS_ORDINAL,
STATE,
U1.FULL_NAME as OWNER_FULLNAME,
U1.EMAIL as OWNER_EMAIL,
U2.USER_NAME as SUBMITTER_NAME,
U2.FULL_NAME as SUBMITTER_FULLNAME,
U2.EMAIL as SUBMITTER_EMAIL,
U3.EMAIL as UPDATEREMAIL,
'groupincharge@mycompany.com' as NEWTICKETEMAIL,
UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP)
from ( HD_TICKET,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY)
JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
and HD_TICKET_CHANGE.ID=<CHANGE_ID>
left join USER U1 on U1.ID = HD_TICKET.OWNER_ID
left join USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
left join USER U3 on U3.ID = HD_TICKET_CHANGE.USER_ID
where HD_PRIORITY.ID = HD_PRIORITY_ID and
HD_STATUS.ID = HD_STATUS_ID and
HD_IMPACT.ID = HD_IMPACT_ID and
HD_CATEGORY.ID = HD_CATEGORY_ID and
HD_TICKET_CHANGE.DESCRIPTION = 'TICKET CREATED' and
HD_TICKET.TITLE = 'Used Fedex Labels Script'

A Fedex Label has been requested using the Fedex Label Request Self Help Tool, see KBOX Ticket $ticknum from $submitter_fullname, please create it as soon as possible.
Fedex Label Info:
$email_body
If there are any questions please contact the [email=thekboxsupport@mycompany.com]thekboxsupport@mycompany.com[/email]
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If the subject of the email is [TICK:$id] then when they reply to the kbox's email address it will log that as a comment in the ticket.

This only works on 5.0 and up which I can tell you already have by the way the rule is written.

FYI, your second last line should be:
HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%' and
Answered 05/25/2010 by: GillySpy
Seventh Degree Black Belt

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ORIGINAL: GillySpy

If the subject of the email is [TICK:$id] then when they reply to the kbox's email address it will log that as a comment in the ticket.

This only works on 5.0 and up which I can tell you already have by the way the rule is written.

FYI, your second last line should be:
HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%' and

Thank you that worked, what about a rule to close the ticket when someone reply back to the email?

Answered 05/25/2010 by: chris811
Orange Belt

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If an owner wants to close a ticket by email they put @status=Closed at the top of the email. Other fields and statuses can be used in the same way. This is covered in the admin guide.
Answered 05/25/2010 by: GillySpy
Seventh Degree Black Belt

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