Automated Ticket Process in Helpdesk
This issue has been solved. See solution.
donparfet
August 4th, 2009
I am using Helpdesk 6, NS 6
I have set up Helpdesk ticket automation that, from an email received a master ticket is created and 3 child tickets as well. I would like to copy the body of the email (comments in the master ticket) into the comments of the child tickets. Is there a way to do this?
Use Helpdesk Email Inbox
Hello,
Can you tell me how did you configure this ticket automation task?
I know that you should use Email Inbox configuration in the Helpdesk Admin menue to configure your email inbox on which you should receive new incidents' requests.
If you use this configuration, you will be able to configure all the properties of the new incident and link it to the nrecived email properies.
Hope this helps you.
Regards,
Mustafa
If you're using an Automation
If you're using an Automation rule or Incident rule it's really easy.
You should be able to add: WORKITEM(workitem_comment) to the Workitem_comment section of whatever rules you're using to create the child sections.
The great part of it is you can add instructions as well. In our environment we're using it for a missing laptop scenario. We have an automation rule setup to generate 3 children tickets where we request various steps to be performed for each of the different teams involved.
Hope this helps.
edit: note this grabs the latest comment not necessarily the "First" comment
- Matt
that does the trick! Thanks!
Perfect!
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