Jacopo Carraro Posted January 25 Share Posted January 25 Hello, I have a quick query on setting up a new Inbound Routing Rules. I know these rules can create new tickets, or update them, but I am unsure what the update function would do. Would it just update the ticket with the body of the email, writing the content on the ticket's timeline, or is it possible to have a rule setup in a way that can be used to change the state of a ticket (E.g. change its state to closed). Thank you. Link to comment Share on other sites More sharing options...
Victor Posted March 4 Share Posted March 4 @Jacopo Carraro we have moved this thread to the appropriate section but just an FYI reminder: Link to comment Share on other sites More sharing options...
Steve Giller Posted March 4 Share Posted March 4 On 25/01/2024 at 15:24, Jacopo Carraro said: Would it just update the ticket with the body of the email In short, yes. On 25/01/2024 at 15:24, Jacopo Carraro said: or is it possible to have a rule setup in a way that can be used to change the state of a ticket This is not done by Routing Rules, this is configured in the Service Portfolio under the Request Sub-statuses section Link to comment Share on other sites More sharing options...
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