Change existing ticket's queue via email?
We have it set so you can edit tickets via email, using things such as "@category=Hardware::Desktop" or "@status=Closed" and so on. However, one of the things I'd like to do is change the queue of an existing ticket via email. I try responding to the ticket with "@queue=[QueueName]" and I get back an error that the permissions for "queue" are "Hidden." Upon seeing this, I went into the Queue Customization to change those permissions but could not find anything for the Queue field.
Is there something I'm missing? Some place to change the permissions to edit the queue without having to log into KACE via web client?
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Posted by: Hobbsy 4 years ago
I am not sure that this exists as a variable, so that was a bit "clutching at straws" for me. I would suggest you log a call with support to confirm but the purpose of the @Fieldname = Value is to set a field name not to set a data table variable. Perhaps a work around would be to hold the queue id in a hidden custom field, you can then update the field from the email. Then create a ticket rule to read the custom field value and apply it to the queue ID.
Posted by: JasonEgg 4 years ago