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Best Practices Question


Service Desk Custom Fields through email

10/09/2015 819 views
Fellow IT ninjas,

I am trying to figure out how to update custom fields through email, is this functionality possible? if not, how would one create a subticket and inherit parent fields relevant to the new queue? 

Thanks,
Brighamy
3 Comments   [ + ] Show comments

Comments

  • To update a custom field, you can use the following syntax in email:

    @custom_field_label=value

    We do this with some web forms to allow clients to submit requests.
  • You also need to make sure that the field to be updated is set with the correct rights in the ticket
  • Thank you both for the response! I had my fields set to user create not user modify, this change combined with using the custom label name fixed my issue!

All Answers

0
To update a custom field, you can use the following syntax in email:

@custom_field_label=value

We do this with some web forms to allow clients to submit requests.
Answered 10/12/2015 by: brighamy
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