5 Replies Latest reply: Aug 1, 2013 12:27 PM by Brad McClave RSS

Close Tickets from Email

Raj Croager

We use Track-It! to manage website change requests. When a request comes in for a site cange we forward it the technician that is responsible for making the required changes. Rather than having that tech login to close the ticket we want them to simply reply to the message with "[closed]" or something similar in the subject line or body of the email and have an email monitor policy in Track-It! change the status to Closed.  Is this possible?  I have tried to get this to work, but all it does is append the email to the original ticket.

 

TIA

  • 1. Re: Close Tickets from Email
    Cris Coffey

    That is an interesting idea but not possible in the current version of Track-It!

     

    We will have to look at that as a feature request for a future release.

  • 2. Re: Close Tickets from Email
    Raj Croager

    Thanks Cris.

     

    We are so close!

     

    FWIW here is what i did..

     

    Created a Work Order Template called "AutoClosed" that has the status set to "Closed" and a note that says "Work Order auto closed via email"

    Then I created a Technician (JimBob).

    Then I created a monitoring rule that states: when a WO comes in from JimBob, and the subject contains "[Closed]" apply the Work Order Template "AutoClosed".

    I then forward the WO to JimBob, he replies and appends "[closed]" in the subject line.

    Rule runs, but nothing changes other than appending his email to the WO.

     

    Obviously the conflict i have is that when a reply to a WO is recieved the WO is re-opened. So, it cant re-open and close the WO at the same time ;-)

     

    It would be nice to be able to define special functions (Much like the mail rules and auto assignment, etc.) and have Track-It! automate certain WO events based on those functions. 

     

    Thanks

  • 3. Re: Close Tickets from Email
    Cris Coffey

    We will need to look at that as a feature enhancement request for a future release because there is just no way to do it automatically now via email monitor.

  • 4. Re: Close Tickets from Email
    Chris NameToUpdate

    Hi BigMojo,

     

    I am looking into something similar, did you get anywhere with the Work Order Template method?

     

    Thanks, Chris.