Our customer uses Halo and the email that they need us to use to email their system back has to include their ticket ID. The ticket ID is included in the subject of the email they’re sending us and also in the body of the ticket.
Can we use the text to populate a UDF? We’d use that UDF in the email going back to their system.
Yes this is doable. Often when working between an internal ticket system and a client’s ticket system you need to deal with two ticket numbers. One common approach is to create a Ticket UDF named something like External Ticket Number.
Then when you process the first email from the client Email2AT can parse this number from the email subject or body and store it in the UDF.
You can access this UDF and make the external ticket number part of the email subject line in messages sent by AutoTask or from Email2AT.
This also allows you to create workflows that apply only to tickets that are paired with an external ticket. For example closing a ticket in AutoTask, that has an External Ticket Number, might trigger a workflow that sends a formatted email with resolutions notes to the client’s ticket system. That email might close the external ticket and add the resolution notes. This would require your client to do some scripting in their ticket system.
Here is the high-level process. Please ask for clarification or details if you need anything explained more comprehensively.
For the following steps, I will assume your UDF is called “External Ticket Number”, but it could be any name you’d like.
Here are the actions I would use in your rule to accomplish this feat:
1. Extract External Ticket Number
In this step, you would use a regular expression or a text helper to extract the ticket number from the Halo email.
2. Determine the Client ID
This is typically done by searching Autotask Contacts for the sender’s email address.
3. Query your Autotask for existing ticket
In this step, you would query your Autotask for an existing ticket where External Ticket Number equals the ticket number you extracted in step 1 and the Client ID equal the client from step 2.
4. If an existing ticket, update it
This step would only fire if you located an existing ticket in step 3. This step would add a note to your ticket.
4. If no existing ticket, create one
This step will only fire if you did NOT locate an existing ticket in step 3. This step will create a new ticket in your Autotask and will set the External Ticket Number UDF to the value you extracted in step 1.
This worked perfectly - thank you!