Is there a way to automate assigning ticket owner and submitter via email?

Hello we have use the Sevice Request on our K1000. We have to log the calls we take over the phone, so we create the tickets sending an email which generates a new ticket. My question is, Is there a way we can automate assigning the ticket on the service desk to the owner who sent the email and also change the submitter if somehow we include their name on the email ?

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Answers (2)

Posted by: Nico_K 3 years ago
Red Belt

you can fully automate the service desk via email

with many email-variables you can set this.

See here: https://support.quest.com/kb/313513/

Everything else (and also this but you should use the built in functionality if possible for obvious reasons) can be done by Custom Ticket Rules.

Posted by: Hobbsy 3 years ago
Red Belt

If you want the submitter to be the owner that is pretty easy as you can just copy the ID from HD_TICKET.SUBMITTER_ID into HD_TICKET.OWNER.ID and you can do this in a quick ticket rule

If you want to then add in the fresh submitter, that is not so easy as you will need to get the submitter name from somewhere and then add them in as the ticket submitter, you may need to do this manually. If for example you put the submitter name in the email title it would be possible to strip it out, look up the ID and assign, but if you have finger trouble that may fail, so manually assigned is my recommendation

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