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Customer submits service desk ticket via email (custom fields?) Edited

I'm hoping that it's possible for a customer to add some customfield values and potentially components via email when submitting a ticket. 


Does anyone know if this is an option?  Is there any documentation on this if so?

2 answers

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Answer accepted

The text within the email itself should be proprerly formatted so you should find a way to guarantee everyone involved follows whatever rules you set up. 

The body of the email becomes the description field of the created issue so you could create an automation with a lot of checks in the form of:

IF <issue_description> CONTAINS <exact_DISTINCTIVE_formatted_string> 
THEN customField_XXX = AAAA

IF <issue_description> CONTAINS <exact_DISTINCTIVE_formatted_string>
 THEN component = BBBB

and so on...

You could then improve on the "IF-chain" to include common misspelling, ignore upper/lower case sensitivity or special characters... you name it. You're the one that best knows your use case.

I hope this helps. You should still of course find a way so at least most of the people will follow this standard you'll have to define.




As an alternative idea, maybe best that using directly the email you could use a web form. Try taking a look at


Thanks that makes sense.

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