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Incoming email - update attribute for existing ticket

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  • 1.  Incoming email - update attribute for existing ticket

    Posted 02-02-2015 06:41 PM

    Hi team,

    is there any way how to update specific attribute of an existing ticket via incoming e-mail? I guess I could use trigger and spel, but I would prefer standard maileater and Text API if possible.

     

    Thanks for sharing your ideas and experiences,

    Jakub



  • 2.  Re: Incoming email - update attribute for existing ticket
    Best Answer

    Posted 02-02-2015 07:47 PM

    Hi Jakub,

     

    To update the specific field in a ticket, the incoming email should have REQUEST_ID parameter along with the field that you would like to update.

     

    Thanks,

    Naveen



  • 3.  Re: Incoming email - update attribute for existing ticket

    Posted 02-03-2015 04:16 AM

    Hi Naveen,

    thanks for your quick reply.

     

    Jakub



  • 4.  Re: Incoming email - update attribute for existing ticket

    Posted 02-03-2015 04:48 AM

    Check the Admin Guide. I think there maybe some samples you can follow...