12/01/2009 3261 views
I have this problem often when I try to update tickets via email. I know the UI is better, but email updates can be useful, particularly from a Blackberry. But sometimes it works and sometimes I get this:

-----Original Message-----
From: Helpdesk-US@capitaliq.com [mailto:Helpdesk-US@capitaliq.com]
Sent: Tuesday, December 01, 2009 12:13 PM
To: TJ Smith
Subject: [TICK:8667] ERROR

While handling your mail to Helpdesk - US, the following errors occurred:
Couldn't find a helpdesk ticket owner "TJ Smith
"Desktop Support
" is an unknown value for "category".

> From: TJ Smith <tjsmith@capitaliq.com>
> Date: Tue, 1 Dec 2009 12:12:08 -0500
> To: Helpdesk-US <Helpdesk-US@capitaliq.com>
> Subject: RE: [TICK:8667] FW: CIQ Global PIT in ClariFI via Xpressfeed
> @owner=TJ Smith
> @category=Desktop Support

So my question is, is there any sort of break character I can use (; or something) that will indicate end-of-line to the KBOX so this won't happen?
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All Answers

I don't know of any break character. The documentation explains that each variable should be given its own line in the email, so your original reply looks correct to me. Is there a user named TJ Smith? You may want to try the username instead of the full name; either should work. Also, the category of Desktop Support must exist as a primary category. I haven't tested this, but I believe if Desktop Support were a secondary or tertiary category, you'd have to write out the entire category path (i.e. Primary Category::Desktop Support).
Answered 12/01/2009 by: airwolf
Red Belt

I used to have the same problem from the iPhone, but it was fixed with an OS update to the phone. But you mention this happens occasionally, not every time? I notice that there is a trailing space at the end of Desktop Support- this will lead to an error.
Answered 12/01/2009 by: cblake
Red Belt

It works sometimes, just not all the time. This particular email was not even sent via Blackberry but with Outlook and it still didn't work.

And yes, both "TJ Smith" and "Desktop Support" are valid, Desktop Support is a primary category, and sometimes this works just fine. Not sure if it's a formatting problem of plain text vs HTML or what else it could be.
Answered 12/01/2009 by: TJSmithCIQ
Orange Belt