How to write a help desk custom ticket rule where an email is sent to summiteer if the title contains certain question.
Example question that a user would submit is "what is the wi-fi password"
The rule should add a responce(answer the question that we defined) to the resolution field and email to the user with the updated ticket information.
Community Chosen Answer
Hmm. Would the user be choosing from a set of pre-defined questions? If not, then you'll need some pretty complicated logic to perform natural language processing on their question. Also, will this be in a custom service desk queue or would the rules be in place for your main service desk?
If you are making a custom service desk then it might be easier to make a drop down in either a custom field or just use the category field. This would ensure that the question is always asked exactly as you want. I have some rules that incorporate referencing assets that could be adapted to something like this and I'd be happy to share them.
If this isn't a custom service desk then I would be wary of creating rules that automatically close tickets unless you can be certain that the rule only matches specific tickets.