Logging ticket via email

Clinton's Avatar

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

    Amanda Harasty's Avatar

    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

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

    Clinton's Avatar

    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]

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

    Amanda Harasty's Avatar

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

    -Amanda

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

    Clinton's Avatar

    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]

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

    Clinton's Avatar

    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]

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

    Amanda Harasty's Avatar

    Clinton,

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

    Thanks,
    -Amanda

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

    Clinton's Avatar

    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

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

    heathergaye's Avatar

    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.

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

    Clinton's Avatar

    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]

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

    Nicole's Avatar

    Clinton, great to hear! And thanks Heather!

    Nicole

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

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