How to change a ticket field via email if type is set to Note? ( multiple lines)

I can sucessfully set a ticket field via email if its single-line, but how do you do this if the field-type is set to "Note"?

It only seems to grab the first line.

e.g.  Send an email to KACE with @Category=New Starter ,  it correctly makes a ticket and sets New Starter as the category.

but, if I send an email to KACE with

It only populates Laptop into the Notes Field.
I've tried adding speech marks. Is this possible? Or do i have to somehow submit all the above as a single line?

Many thanks,

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Answers (1)

Posted by: toneal 1 year ago
Senior White Belt

I think each line has to start with @ for each individual field you want to populate. Not sure what your current fields are but anything below the @ lines (at least for me) will just be comments in the ticket.

Essentially you'd have to find the fields that Deskphone and Monitor are associated with and put their @= in front of them. I've found a list of supported categories but I'd be interested in supports take on using custom fields with this feature.

More info I came across:


I'm trying to find the IT Ninja article that has the rest of the supported variants but I can't remember where it was...

  • Thanks, but the EquipmentRequired Field is long text field so it should contain multiple lines. The question is how to populate it with multiple lines of data. Perhaps its not supported fully.

    I've hit a 2nd issue now where if the email contains HTML, then if i put the @tags at the top of the email, it breaks the rest of the email when displayed in KACE. - good_sc 1 year ago
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