-
1. Re: Footprints 12 - Email response to update ticket is instead opening a new ticket?
Your email subject line is likely wrong here. At the very least you need this in your subject line in the email template:
Ticket=[ticket_number]
The variable might be different in your system.. could be [record_number] or [incident_number] etc depending on how you set up.
That will ensure the email updates the ticket. Make sure the incoming email system is set to the correct item as well and that incoming email workspace is correct also.
And lastly, your ticket number field needs a prefix, like 'IN' or something.
-
2. Re: Footprints 12 - Email response to update ticket is instead opening a new ticket?
So the issue is still happening. I have the permissions set up, as well as the email template / subject line with the ticket number. When I hit reply in order to update the ticket, it is still opening a new ticket instead of updating the one referenced in the subject line....
-
3. Re: Footprints 12 - Email response to update ticket is instead opening a new ticket?
So the issue is still happening. I have the permissions set up, as well as the email template / subject line with the ticket number. When I hit reply in order to update the ticket, it is still opening a new ticket instead of updating the one referenced in the subject line....
-
4. Re: Footprints 12 - Email response to update ticket is instead opening a new ticket?
Can you post a screenshot of the email you sent in.
-
6. Re: Footprints 12 - Email response to update ticket is instead opening a new ticket?
It needs to say Ticket=TKT-29 in your subject line. Assuming 'TKT' is your prefix.
-
7. Re: Footprints 12 - Email response to update ticket is instead opening a new ticket?
The subject line should contain the following string
Ticket= [TICKET_NUMBER] ItemType= [ITEM TYPE ID] WS= [WORKSPACE ID]
