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Update Category on Ticket Creation Based on Recipient Email

Hi,

 

I was looking to take the creation of tickets via email another step by also updating the Category based on the mailbox the email was sent to.  I know we can create an email address that auto creates a ticket in KACE, for example the email is called CreateSetup@abc.com and when an individual sends an email to this email address to auto-create a ticket as well as update the category to "Setup".  The queue currently being used for other categories as well; therefore the rule to only update the category when it was sent to CreateSetup@abc.com only.

 

I was hoping to update via recipient but I know you can do this with @category in the body of the email.  Any guidance and/or suggestions would be great.  Thank you in advance!

Asked 10 years ago 1191 views
2 Comments   [ + ] Show comments
  • Well if that email is setup for one queue, you could just setup a custom ticket rule that will change the ticket upon submission. You will need to join the user info to look for the email address and then base your filter on that. Then you will need the template for making changes to a ticket when it is submitted rather than always. I can provide this SQL if you like? - Wildwolfay 10 years ago
  • Thanks for the quick response. This is the rule on new ticket submission. I currently have user added in my join. Are you saying to simply include an additional where clause like... where email = 'createsetup@abc.com'?

    A sample SQL would be great to get me in the right direction. Thank you!
    --------------------------------------------------------------------------------------------------------------
    select distinct HD_TICKET.ID,
    HD_TICKET.ID as TICKNUM,
    HD_TICKET.TITLE,
    U1.USER_NAME as OWNER_NAME,
    U3.USER_NAME as LASTINPUTNAME,
    DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED,
    DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED,
    HD_STATUS.NAME AS STATUS_NAME,
    HD_STATUS.ORDINAL as STATUS_ORDINAL,
    STATE,
    U1.FULL_NAME as OWNER_FULLNAME,
    U1.EMAIL as OWNER_EMAIL,
    U2.USER_NAME as SUBMITTER_NAME,
    U2.FULL_NAME as SUBMITTER_FULLNAME,
    U2.EMAIL as SUBMITTER_EMAIL,
    U3.EMAIL as UPDATEREMAIL,
    'notfyme@abc.com' as NEWTICKETEMAIL,
    HD_TICKET_CHANGE.COMMENT as COMMENT,
    HD_PRIORITY.NAME as PRIORITY,
    UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP)
    from ( HD_TICKET,
    HD_PRIORITY,
    HD_STATUS,
    HD_IMPACT,
    HD_CATEGORY,
    HD_ATTACHMENT)
    JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID
    and HD_TICKET_CHANGE.ID=<CHANGE_ID>
    left join USER U1 on U1.ID = HD_TICKET.OWNER_ID
    left join USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID
    left join USER U3 on U3.ID = HD_TICKET_CHANGE.USER_ID
    where HD_PRIORITY.ID = HD_PRIORITY_ID and
    HD_STATUS.ID = HD_STATUS_ID and
    HD_IMPACT.ID = HD_IMPACT_ID and
    HD_CATEGORY.ID = HD_CATEGORY_ID and
    HD_TICKET_CHANGE.DESCRIPTION LIKE 'TICKET CREATED%'
    -------------------------------------------------------------------------------------------------------------- - kaneda0149 10 years ago

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