KACE Product Support Question
Email to service desk from rule does not create a ticket
05/12/2015 2664 views
I'm trying to implement something similar to the method for creating a child ticket by email from parent ticket as shown in this question and answer: http://www.itninja.com/question/kace-service-desk-variables-parentticket.
However, I can't get emails sent to the queue by my rule to create new tickets.
The rule checks for a specific set of criteria (values set in custom fields) which then updates other custom fields in the ticket. This works as intended.
I have selected "Email each recipient in query results". This works correctly as well, and has been tested with different recipient addresses to verify the email is sent. I can also verify when the email is delivered to the queue's mailbox, and I can see that KACE is retrieving the message. (Message deleted from inbox by POP).
However, no new ticket is created.
I can open tickets by email in this queue otherwise, including sending an email from the queue address to the queue address. So why won't the email sent by this rule open a new ticket?
Be the first to answer this question