IT Ninjas!

Earlier I submitted a question about  updating custom fields through email, I learned that by writing the custom label name I could update custom fields but I am not able to set certain fields through email like the Parent_ID even though the value is set to User Modify. As a workaround, I created a custom field that  is called Parent_Ticket and upon ticket save I set the Parent_ID to be the value captured in the Parent_Ticket field. 

Is my current method the best way to accomplish setting a parent child relationship? Is it at all possible to set Parent/Child relationship through email?

1 Comment   [ - ] Hide Comment


  • I should also mention that these tickets are not in the same queue. Through an update query I can statically set the parent but am unable through the GUI unless they reside in the same Queue.
Please log in to comment

There are no answers at this time
Answer this question or Comment on this question for clarity