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Email Handler QUERY

Hi Everyone,


I have a question in regards to the Mail handler for TEST tickets ( Example ) on the TESTING workflow. whenever the mail handler creates a ticket the ticket remains in the TO-DO status. is there any way that the ticket can be created and sent to another status auto-matically? ​

or does the user have to manually change the status?


kindly leave your thoughts please!

2 answers

0 votes
Vero Rivas Community Leader Jun 17, 2021

Hi @Roja Gurram 

  You could do it with an automation, for which, for example, you can use the following addon


Hi Vero Rivas,

Thank you for the response.

Is this something we can do manually instead of Add-on please ?

0 votes

Hi @Roja Gurram

a thought but by no means a ready-made solution - access REST API and build up a logic that meets that need.

You would need to regularly check for new issues (the more exact you can identify them, the better) and then to do a transition. could be a start.

A transition can be done like described here - but like I said you would need to do it all yourself, an App could get you started faster.

Perhaps you have some App already installed in your instance and could use them, you could check.

Edit: when you say you always want to transition from a status where a new issue lands to a different status you could talk with your teams if the workflow is a good one for you - normally a transition signals that somebody starts working on an issue. I understand that you want to transition it automatically but you would have to check if there is not "just one step too much" in the workflow what would make any transition not needed - you could just redesign the workflow in a way that specific step is not used anymore. It depends on your use cases / processes.


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