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Logging ticket via email

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Clinton

16 Sep, 2010 10:47 AM

Hi.

I figured out to create tickets by forwarding an email and find it very useful. How do I assign that ticket to a specific user in the same email? In other words, can the person responsble be chosen when creating the ticket via email?

1. 1 Posted by Amanda Harasty on 17 Sep, 2010 08:12 PM

   

   Clinton,

   Please see this article about using keywords to update your tickets via email:
   http://help.lighthouseapp.com/faqs/ticket-workflow/ticket-keyword-u...

   Specifically, the items listed under "responsible" should be what you are looking for.

   If this doesn't answer your question, please let me know!

   Thanks,
   Amanda

   • Edit

2. 2 Posted by Clinton on 21 Sep, 2010 06:02 AM

   

   Hi Amanda

   Thanks for this, I have read that, but I need to know how do you do this in
   the initial ticket you send. In other words, I now create the ticket by
   sending the email, but how do you allocate this ticket to someone at the
   same time as sending the email? Is this possible? I read the keywords and
   tried but did not work.

   Regards

   Clinton

   -----Original Message-----
   From: Amanda Harasty
   [mailto:[email blocked]]
   Sent: 17 September 2010 10:14 PM
   To: [email blocked]
   Subject: Re: Logging ticket via email [Questions]

   • Edit

3. 3 Posted by Amanda Harasty on 21 Sep, 2010 05:44 PM

   

   Clinton,
   Try putting the keywords in brackets and see if that works for you.
   example: [responsible:joe]

   -Amanda

   • Edit

4. 4 Posted by Clinton on 21 Sep, 2010 05:55 PM

   

   Thanks Amanda, will try that

   -----Original Message-----
   From: Amanda Harasty
   [mailto:[email blocked]]
   Sent: 21 September 2010 07:47 PM
   To: [email blocked]
   Subject: Re: Logging ticket via email [Questions]

   • Edit

5. 5 Posted by Clinton on 22 Sep, 2010 12:27 PM

   

   Hi Amanda

   Tried this, did not work.

   Clinton

   -----Original Message-----
   From: Amanda Harasty
   [mailto:[email blocked]]
   Sent: 21 September 2010 07:47 PM
   To: [email blocked]
   Subject: Re: Logging ticket via email [Questions]

   • Edit

6. 6 Posted by Amanda Harasty on 22 Sep, 2010 05:21 PM

   

   Clinton,

   Can you paste the original message so that we can take a deeper look into this?

   Thanks,
   -Amanda

   • Edit

7. 7 Posted by Clinton on 27 Sep, 2010 10:57 AM

   

   Hi Amanda

   I sent a test email as below. The email was blank with the words below in
   the body

   [responsible: “Clinton”]

   -----Original Message-----
   From: Amanda Harasty [mailto:
   [email blocked]<tender%[email blocked]>]

   Sent: 22 September 2010 07:24 PM
   To: [email blocked]
   Subject: Re: Logging ticket via email [Questions]

   // Add your reply above here

   • Edit

8. 8 Posted by heathergaye on 27 Sep, 2010 10:34 PM

   

   Hey Clinton, one thing I discovered through trial and error is the keyword matching is REALLY touchy about spaces. Check that there's no space between the colon and the name? eg [responsible:"Clinton"]. This might make the difference, I think.

   • Edit

9. 9 Posted by Clinton on 28 Sep, 2010 05:54 AM

   

   Yippee, it worked!!!

   Thank you.

   I did not have the quote before and after the brackets.... there were no
   spaces between colon and name

   -----Original Message-----
   From: heathergaye
   [mailto:[email blocked]]
   Sent: 28 September 2010 12:37 AM
   To: [email blocked]
   Subject: Re: Logging ticket via email [Questions]

   • Edit

10. 10 Posted by Nicole on 28 Sep, 2010 05:02 PM

    

    Clinton, great to hear! And thanks Heather!

    Nicole

    • Edit

11. Nicole closed this discussion on 28 Sep, 2010 05:02 PM.