Is there a way to specify a default category for tickets received via email that is different than the default category in the User Interface?  Specifically, I would like to have tickets entered via email to go into a category called "Uncategorized", but I don't want that category visible in the drop-down menu for the categories.  Is that possible?

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You could accomplish this using a ticket rule. The HD_TICKET_CHANGE table includes a column (VIA_EMAIL) that indicates the email address that a ticket change came from if it was from an email. If the first change for a ticket has a value in VIA_EMAIL then that ticket was created via email. Those tickets could be set to the Uncategorized category instead of the standard default category. I don't think you would be able to create this rule using the rules wizard so you'll need a custom SQL select statement. Do you have MySQL experience?
Answered 07/02/2014 by: chucksteel
Red Belt

  • Unfortunately no.
    • What's your default category? I can write the rule for you but I'll need to know that for the select statement.
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