Mailing List Archive: Automatically set status for all email updates

Automatically set status for all email updates

Mar 4, 2017, 8:33 PM

Post #1 of 2 (1789 views)

A majority of our end users update their tickets via email. Is there a way I can have the ticket status change to specific value ("researching") anytime the ticket is updated via email. We are using the default rt-mailgate for email. All I'm finding is ways to set it manually with commands in the email body. We don't want users to have to remember a command their email response. Appreciate any insight you have to share!

Thanks,

Will Marcus

Re: Automatically set status for all email updates [ In reply to ]

chrisis at bosberaad

Mar 6, 2017, 6:33 PM

Post #2 of 2 (1783 views)

Permalink

The way to do this is with a scrip. This page will show you how:

https://rt-wiki.bestpractical.com/wiki/SetActiveOnCustomerReply

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