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Is it possible to change a work item status via e-mail?

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

Is it possible to change a work item status via e-mail?


We would like to be able to change the status of a ticket via e-mail and I was thinking there were ways to do this with certain subject strings?


Looking through documentation and the forums and not finding anything on it.

Answers

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    edited January 7

    This is entirely possible with the SMLets Exchange Connector. Out of box, you can control the Status of an Incident based on who replies (Affected User, Assigned User, or Related User).


  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    Thanks for the link, reading it over and sent to our system admin. Our Web Development team has issue tracking built into a Microsoft Azure system that then automatically creates tickets in our Cireson portal for global tracking. They are wanting to 'complete/resolve' IRs from that system. Currently we don't use/support any of the APIs as our portal is behind firewalls, so believe we are limited to just e-mails. So their system could generate an e-mail to one of our connector mailboxes

  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    So, we did find where we can get the portal to change the status of work items via e-mail.

    Next challenge is the Implementation Notes / Implementation Results are left blank.


    Is there any way to update the Implementation Notes field with the content of the e-mail?

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

    So, we did find where we can get the portal to change the status of work items via e-mail.

    I think you're possibly combining the functionality of the Microsoft Exchange Connector and the Portal together. Do you mean the portal's Send Email's ability to Change Status on Send?

    Next challenge is the Implementation Notes / Implementation Results are left blank.

    Presumably you're referring to a Service/Change Request? In either case, this too is something that the out of box Exchange Connector cannot do. But the SMLets Exchange Connector can with it's Custom Events through PowerShell.

  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    I think you're possibly combining the functionality of the Microsoft Exchange Connector and the Portal together. Do you mean the portal's Send Email's ability to Change Status on Send?

    No, we have web developers who are required to keep status of their Azure environment tickets in another system. They want to automate the completion of tickets in our Cireson Portal any way that they can. We don't support the API's so were exploring doing so via e-mail.


    Presumably you're referring to a Service/Change Request? In either case, this too is something that the out of box Exchange Connector cannot do. But the SMLets Exchange Connector can with it's Custom Events through PowerShell.

    Hmm, OK. Any documentation for the Custom Events through PowerShell for SMLets Exchange Connector?

  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    edited January 19
  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    Thanks Adam, will dig through it.

    Appreciate everything you do on this product!!!

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