Updating tickets with information in comments/update fields not listed by wizard
I am not sure it is possible but there are so many innovative people here I am going to ask anyway.
Has anyone discovered a way to update a ticket with information out of the comment?
I have another system that submits tickets to k1 through email. The machine number is in the body of the email. I would LOVE to populate this information using a custom ticket rule, but have not had any luck in even starting this.
I am competent in SQL, and have worked in the custom rules. I am just finding it difficult to figure out how to access what I need to update the ticket fields.
Is this a feature request for uservoice?
Any thoughts or experience appreciated!
Submitted a feature request Allow auto populate of custom fields based on email submission – Customer Feedback for Quest KACE (uservoice.com)
If anyone has further ideas though let me know!