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  • 1.  Update Incident status via mail in case of maileater

    Posted Jul 18, 2018 01:49 AM

    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.   



  • 2.  Re: Update Incident status via mail in case of maileater

    Broadcom Employee
    Posted Jul 18, 2018 10:21 AM

    Hi Abinash,

    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?

    Regards,
    Derek



  • 3.  Re: Update Incident status via mail in case of maileater

    Posted Jul 18, 2018 11:01 AM

    Hello Derek

    Update rule is lowest numbered 5 whereas create rule is 10. Service desk version is 17.0.



  • 4.  Re: Update Incident status via mail in case of maileater

    Broadcom Employee
    Posted Jul 18, 2018 11:31 AM

    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



  • 5.  Re: Update Incident status via mail in case of maileater

    Posted Jul 18, 2018 12:39 PM

    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. 



  • 6.  Re: Update Incident status via mail in case of maileater
    Best Answer

    Broadcom Employee
    Posted Jul 18, 2018 03:28 PM

    Abinash,

    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=Resolved
    Where xxxx is the ref_num of the incident, so it knows which ticket to update.

     

    Thanks,

    Scott



  • 7.  Re: Update Incident status via mail in case of maileater

    Broadcom Employee
    Posted Jul 18, 2018 03:42 PM

    %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.

     

    Thanks!

    Regards,

    Pablo



  • 8.  Re: Update Incident status via mail in case of maileater

    Broadcom Employee
    Posted Jul 18, 2018 01:10 PM

    Abinash,

    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?

    Regards,
    Derek



  • 9.  Re: Update Incident status via mail in case of maileater

    Broadcom Employee
    Posted Jul 24, 2018 09:47 AM

    Mauritius-Telecom-Support 

    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.