Update request status from closed to open via email eater

[Sanjh Verma]

Hi Folks,

    We have a requirement to open ticket if some one reply over closed ticket.
Our mailbox rule is triggering fine.
In the mailbox rule we have defined default API as : REQUEST.STATUS=Open

But this is not working. Reply Mail from the user is attaching to ticket as log comment.
Please suggest how to achieve it.

Thanks,
Sanjh

[Brian Mathato]

Hi Sanjh,


Please check or verify the following:


1. Are you using Status Transitions? If yes, do you have an Incident Transition from Closed to Open status?

2. There is an option (edit_inactive) that controls whether or not you can update closed\inactive tickets, check if this option is not installed?

3. Could it be that there is a data-partition that is not allowing the user to update the status to Open from Closed status?

4. Instead of defaulting the status, what happens if you include the following text: %STATUS=OP​EN in the body of the email to be processed by Maileater?

5. If you try the same operation using command-line interface (pdm_text_cmd) or sending the email with an Admin\Analyst user, it is successful or it also fails?

6. Have you checked if there are any errors in the stdlog or maileater.log

7. See also: https://knowledge.broadcom.com/external/article?articleId=26028

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Kind Regards,
Brian
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[Sanjh Verma]

Thanks Bryan for the reply.

1. Are you using Status Transitions? If yes, do you have an Incident Transition from Closed to Open status?
_ yes Its available in status transition for Request.

2. There is an option (edit_inactive) that controls whether or not you can update closed\inactive tickets, check if this option is not installed?
It is not installed.

3. Could it be that there is a data-partition that is not allowing the user to update the status to Open from Closed status?
Its fresh installation and no DP is there for the user.

4. Instead of defaulting the status, what happens if you include the following text: %STATUS=OP​EN in the body of the email to be processed by Maileater?
Its not updating. Its just attaching as log comment into ticket.

5. If you try the same operation using command-line interface (pdm_text_cmd) or sending the email with an Admin\Analyst user, it is successful or it also fails?
I have not tested pdm_text_cmd. But tried with administrator user to send mail. Same issue. Its attaching in log comment.

6. Have you checked if there are any errors in the stdlog or maileater.log
No error. I am getting in std log.

7. See also: https://knowledge.broadcom.com/external/article?articleId=26028
Yes i installed this option. Previously I was not able to attach the mail in log comment as well after doing this it is attaching in log comment. But we need to update the status of ticket.

Please suggest if there is any issue while setting with default API

Thanks,
Sanjh.

[Brian Mathato]

Hi Sanjh,

See also:

https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?MessageKey=f43a0ce5-8da5-4f32-b441-ef7b468503c7&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer#bmf43a0ce5-8da5-4f32-b441-ef7b468503c7


Otherwise, I would suggest you enable debugging so you can see more detail as to what is happening behind the scenes.

------------------------------
Kind Regards,
Brian
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