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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!


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Answers (2)

Posted by: Hobbsy 9 months ago
Red Belt
1

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


Comments:
  • Unfortunately the system submitting the emails is, although important, VERY limited on configuring the emails. I can send them or not and have no access to format or template or even a delay these "alert" emails... It is a big frustration of mine but I won't get too into the inherited amount of manual work I was given that makes my eye twitch as it screams to be automated and I cannot figure out how...
    Regardless, I did find this:https://www.itninja.com/question/obtain-all-variable-names-for-kace-emails-notifications helpful as to what could be done out of the box but it was dated with what fields, and the referenced :"help" does not appear to be there any longer and the fields mentioned may be dated now as well as there is no @machine or something like this which is what I am after.
    Furthermore, The machine name I am hoping to update is hidden in the body of the email in line X under a logo and other lines:
    "Where it happened: MACHINENAME4264"
    Do you have any place you can point me to accomplish this if you are really thinking it is possible? Like I said already, I DO know SQL and I am not afraid of playing around with cutting the line up but I need to make sure I can update this field to begin with. - Michelle.ashby 9 months ago
Posted by: Michelle.ashby 9 months ago
Orange Belt
0

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!

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