How can I send an email to a specificTticket Template?

I created a simple Ticket Template called "Password Reset".  How can I send an email to KACE and have it use the new Ticket Template "Password Reset"?

I'm familiar with Variables but couldn't find one for Ticket Templates, if one exists.


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Answers (2)

Posted by: Hobbsy 3 weeks ago
Red Belt

There is no variable for setting the ticket template, the only way you will achieve this will be with a ticket rule. First you need a way to identify that the incoming email, created as a ticket needs to have the template applied.

This could be specific text in the title, or comments of the ticket, maybe even in a hidden custom field.

Once you can identify that text, create a ticket rule that runs and sets the data value to the correct template.

Posted by: PSMT LLopez 3 weeks ago
Senior White Belt

Thanks, that's an excellent idea Hobbsy, however, it looks like I need to know SQL because the Rules only allow me to select fields (using the Wizard).

  • Yes you do, there is a field in the HD_TICKET table that contains that value, when I get a minute I will take a look for you - Hobbsy 3 weeks ago
    • Thanks, I appreciate the help. - PSMT LLopez 1 week ago

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