I have 2 custom fields in my queue called external_reference and order_number I'm trying to poke values in by email, but I keep getting this sort of error. Can anyone tell me what I'm doing wrong?

While handling your mail to IT Support, the following errors occurred:
Cannot assign to custom field of type "": "custom_2".

> From: Hugh Foster <Hugh.Foster@Servisair.com>
> Date: Fri, 15 Jul 2011 10:37:25 +0100
> To: Test KACE <Test.KACE@Servisair.com>
> Subject: [TICK:0001] update
> @order_number=T54956
The field looks like this
CUSTOM_2 order_number Not Required Owners Only - Visible to Users
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So are you using @CUSTOM_2 or @ORDER_NUMBER ?
Haven't tried to set a custom field with the operators, and they aren't documented to work, but if they do it'd be the @CUSTOM_2 value.

I'm also assuming CUSTOM2 is a text field, not a single or multi-select type...
Answered 07/15/2011 by: cblake
Red Belt

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I was kind of working from this bit of the manual:

[right]Setting or changing custom fields using email
You can also set any custom fields in your email using the same syntax:
The custom field cannot include empty spaces. Use an underscore between words,
for example, new_value.
You can also use:
• @priority = high
• @priority = very urgent
If you put a bad value into a select or multiselect custom field, an error results.
Use a comma-separated list of values for multiselect custom fields.[/right]
I've tried both @CUSTOM_2 and @order_number in a variety of cases and nothing seems to work.
Answered 07/15/2011 by: Acedashdog
Purple Belt

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