We need to change incident status to a particular value whenever mail is received from end user. For us, incident is created whenever mail is received and during incident creation status is set as per the "TextAPI Defaults" mentioned in create mailbox rule. But update mailbox rule is not changing incident status. Kindly suggest how "TextAPI Defaults" are defined in case of update or anyway of changing incident status based on reply to a incident.
Do you have th mailbox update rule above (lower number in Sequence) the create rule for incident? Eg. Rule Sequence 100 Update, Incident; rule Update 200 Create, Incident.
What version of Service Desk is using?
Update rule is lowest numbered 5 whereas create rule is 10. Service desk version is 17.0.
Abinash, I don't think you can use ""TextAPI Defaults" for ticket updates via maileater.To update tickets, the emails would need to contain certain keyword tags...can you show such an email that fails to update the status? Thanks _Chi
Text api defaults is working during incident creation but not working in case of update. Can you please let me know tags to be used for status update. I tried both %STATUS=Resolved and %INCIDENT_STATUS=Resolved but it didn't work.
TextAPI Defaults can only be used to add information when creating a new case. This cannot be used to update an existing case.
When updating an existing case the email body has to contain:%INCIDENT_ID=xxxx%STATUS=ResolvedWhere xxxx is the ref_num of the incident, so it knows which ticket to update.
%STATUS is OK so there should be an error in stdlogs and maileater_nxd.log that will help us to determine the root cause. Please provide the details of the error to determine next steps.
Check out the knowledge article for tags in maileater Tags that can be used with Maileater.
If your email input have %INCIDENT_ID=<The incident numebr> (eg. %INCIDENT_ID=1234) and %STATUS=Resolved does not update the ticket status to resolved, do you find any message in stdlog?
Do you have any additional questions regarding this topic?
If not, please mark one of the provided answers as Correct so that this thread can be closed.