Update 'source' of a ticket

[Guest Paul Alexander]

Hello

We have some requests which are autologged by email where the email originates from some monitoring software. When these calls get logged, they automatically have a 'source' of email. We'd like to be able to change that in a BPM (or via the autologging option) from source=email to source=monitoring (or something similar)

Is that possible? I can't see anywhere in the BPM where this can be set (but I've been known to not 'see for looking' before!)

I've seen other topics on the forums where the answer has been to use the custom fields, but we'd rather not do that if possible...

thanks

[James Ainsworth]

Hi @Paul Alexander

Sorry for not responding earlier.   I just wanted to let you know that we have finished some work that will allow you to set the source from a BPM workflow.  This has been added to the Update Request operation.  You will be able to manually add your own source name or you can use the variable picker to add a source name from a stored variable.

This should become available in an update over the coming weeks.  Keep an eye open on the release notes.

Regards,

James

[James Ainsworth]

The is now available and the documentation for this feature can be found here...