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!
That should be perfectly possible, as long as the data is clear and easy to get to. Just a thought, if can you get the system that is sending in the data to edit the emails sent you could always use the @variables to actually populate a field in the ticket when the email arrives?
In the past we have worked with customers to identify and use text, but it is usually in the title of the email as the text is less complex and usually a single string, so again if you can get the system to add the data into the title that may be easier to manipulate.
Feel free to contact me to discuss further
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!