I can send an email to our K1000 system to update fields in a ticket using @Field name but this does not work for Category.

The Category I am trying to set is:


When I send the email with @Category=Incident::Network::WAN I get the below error:

While handling your mail to Service Desk, the following errors occurred:
"Incident::Network::Wan" is an unknown value for "Category".

Anyone know how to update the category via email?



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  • have you tried a different category, the error looks very much like it is trying to change the category value, maybe setup a single level category and try to set that. See what results you get
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Answer this question or Comment on this question for clarity


It may be case sensitive.  WAN is not the same thing as Wan.  Given that the error lists it as "Wan", try that.
Answered 11/27/2015 by: jknox
Red Belt

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