Response Codes by Replying to Ticket and Acknowledging.

[Anon Anon]

When a ticket is sent to a group via email with no assigned user you can Acknowledge the ticket by replying and adding Response Codes to the subject line such as ACK for acknowledge or CL for closed, etc.... This will change the status. 

The question i have, can you perform the same task, ACK the ticket and add an Assignee as well?

 

eg. Just Acknowledging would be "Incident 453432 Initial".  You reply to the same email with "Incident 453432 Initial ACK" and it get's acknowledged. 

What about adding an assignee?  eg"Incident 453432 Initial ACK John Doe" Tried this and did not work.

 

Let me know if have any ideas.

 

P

[Anon Anon]

Yes, this can be implemented by using the maileater. There is some configuration required to enable this processing.

The Subject will contain the keywords like Incident, Request, etc

You need to use keywords in the body like

%REF_NUM=123

%INCIDENT.STATUS=Acknoeledged

%ASSIGNEE=jdoe

to directly update the ticket via email. PM me if you have further questions.

 

Thanks,

 

Manish

[Anon Anon]

Thanks Manish.  The keywords do work but I’d like to make this work thru the subject line or as little input as possible.  Basically when I’m on call, in the middle of the night, I’d just like to acknowledge the ticket and assign it to myself without opening up a laptop, etc.  Tried the %assignee=username in the subject line but it does not take.  If you have any other tips on how to tweak the response code or customize, let me know please.  Thank you again.

[Anon Anon]

Nevermind my previous post.   I got it working.

 

So when the ticket come in, I reply and add ACK in the subject line, then add %assignee=(domain username).  I was using my full name so that’s why it did not get assigned.

 

Thank you Manish.

[Anon Anon]

Hi Pcavamonte

I am interested in what was you did because i have a similar request from my business users to be able to acknowledge tickets via email and also re-assign same ticket. I noticed the ACK in message title but tried the same without success. Any chages to be made in the mail eater before this can work?

Same for the transferring assignees

 

Any tips and suggestion will help

 

Uzoma

[Anon Anon]

Uzoma,

 

Fortunately for me the 'TextAPI Defaults' where already setup.  I believe this is were you should be looking into.  I was able to reply to the email by adding ACK in subject line.  Here are some tags that can be used in the subject line.  http://www3.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1343455.aspx

 

You have to figure out how to edit the mail eater cfg file, then you should be good to go..

[Anon Anon]

Thanks

 

I have a screen like this in my mailbox rule can you confirm if you have a similar TextAPI Defaults

 

 

[Anon Anon]

I don't have access to see our Mailbox Rules as another department is in charge of this.  One thing that I see is the Incident.Status=acknowledged.  If you reply to an email with acknowledged instead of ack does that work.  And if it does then changing to incident.status=ack .