I have a Google form.  My google form will send an email to my K1000 and open a ticket.

What I can't figure out is how to assign an owner to the ticket.

I have in the email body of the message created:
@owner=myemail@domain.com

I've tried 
@owner=username too


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  • We use a similar system (a contact form on our external site using Wordpress, which emails our K1000 and creates a ticket) and it seems to work well. Where in the email does the client callout happen?

    I have all of our various @ callouts at the top of the email, prior to the body/content of the email. Like this:

    -------------------------
    @client=[clientemail]
    @title=[emailtitle]
    @category=[category]
    @owner=john_doe@ourcompany.com

    [Message body]
  • We also use a similar system (JotForm) No issues here and just like tshupp said. The "@" needs to be at the top before anything else. The other way you can do it is to set a title like "Form Ticket - TICKET TITLE" and then use a ticket rule to set the owner of the ticket when it comes in. Just by looking for the "Form Ticket" in the title. Also make sure that the email that is sent is in plain text not HTML. We found that HTML caused issues with the processing of the email.
  • The plain text thing came to me late last night because as I was looking at it I did notice that the @owner etc come through as a hyperlink. I'll do some more testing and see if there is a away to make it come through as plain text. I am not sure there is in a Google App Script.
    • I just looked at some of my tests - the one where I used @owner=username shows in KACE as not a hyperlink. My account does have permissions to change ownership.
  • the account I am using (mine) has full admin on the system and I can manually assign owners in the KACE GUI, so I suspect my account has the ability to change the owner via email.
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Chuck's answer is correct: 
The submitter doesn't need to be an owner, but must have permissions to change the owner. That's a subtle distinction but important. You can set the permissions on each field separately.

I simply created a ticket rule that says any ticket created that starts with a subject of X gets assigned to a particular user.  That will work for me at this point.
Answered 08/31/2015 by: ken2015
Senior White Belt

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I think you will find that you need to be a ticket owner to use the @ codes, so your incoming email, from your google form may need to be from an email address associated with a ticket owner in your K1000
Answered 08/11/2015 by: Hobbsy
Red Belt

  • The submitter doesn't need to be an owner, but must have permissions to change the owner. That's a subtle distinction but important. You can set the permissions on each field separately.
    • So Chuck, how do you suggest the customer sets the values of his fields within the queue - User Modify?
      • Yes, in order to set the owner the submitter (which in this case is the email address that the Google form sends as) needs to have modify access to the owner field.
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