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Systems Management Question


Creating an Email Template for Submitting Tickets

04/22/2015 4346 views
I am trying to create an email ticket in outlook using the update commands @owner, @submitter, etc... What's the best way to accomplish this with custom fields (ex. We have Location, Department, and others as custom) Do I just call them @custom_12= corresponding to what each one is? or is there another way. And another issue was for a field with multiple subcategories, how do you call that. For example We have Category field where the user can select User, then select, would that be something like @category=software::user::create? Any help is appreciated, thanks
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Once again I answered my own question. Just needed a space after the "=" for example: @category = Software::Microsoft::Outlook. Thanks
Answered 04/22/2015 by: mazostyle
Purple Belt

  • Is this still working for you? I have 70+ tickets to create for computer replacements that I'd like to accomplish it with a mail-merged email or script. I can update tickets using the field names, but any new submissions with update fields are lost in the ether. I've tried with and without the space as you suggested.
    ---------------------------------------------------------------------
    @OWNER = {Username}
    @DUE_DATE = 09/30/2017
    @SUBMITTER = {Username}
    @IMPACT = Project
    @PARENT_INFO = 11822
    @CATEGORY = Hardware::Laptop::Image – Deploy
    @STATUS = Open
    @CUSTOM_3 = None
    @CUSTOM_16 = Verbal
    • Of course! Like you, I finally found my answer. I didn't realize the fields used have to be user modifiable. As soon as I got rid of the extra fields, the ticket is created.
      Silly Kace, don't you know I'm an owner?
 
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