Unable to set fields with E-Mail Command option
I am sending plain text emails to ServiceDesk Plus (Ver 9.1) from my monitoring system and need to populated some of the fields in the ticket. I am not having any success.
The monitoring system places @@@ in the email subject line
The body of the email contains the 2 fields I want to set and the values formatted as shown in the examples @@field=value@@
When I recieve the assignment notification from ServiceDesk, I can see the delimited fields/values in the body of the email (see email below).
The requester account being used is a valid requester, no assets assigned to it.
The incident ticket is created and the log shows it recognizes that the subject has the "@@@", however neither the Asset or Category fields are filled in.
I have tested using my credentials and the resulting ticket has the Category field set, but the Asset field does not change.
Are there any restrictions on using the E-Mail Command ?
Thanks
Sal
Request details are :
Requested by : PRTG
;Created by : System
Due by date : Dec 3, 2015 08:59 AM
Category : Services
Title : rtr-hq-1 PING (Ping) Down
Description : Group: Routers
Device name: rtr-hq-1
IP-Address: rtr-hq-1
Sensor: PING (Ping)
Status: Down
Date/Time: 12/2/2015 3:58:44 PM (Eastern Standard Time)
Last Scan: 12/2/2015 3:58:44 PM [0 s ago]
Last Result:
Last Message: Simulated error (code: PE034)
Sensor History: 12/2/2015 3:58:35 PM Down, Simulated error (code: PE034)
12/2/2015 3:58:31 PM Warning, Simulated error (code: PE034)
12/2/2015 2:22:12 PM Up, 0 msec
12/2/2015 2:03:41 PM Down, Simulated error (code: PE034)
12/2/2015 2:03:37 PM Warning, Simulated error (code: PE034)
12/2/2015 2:01:45 PM Up, 0 msec
@@Asset=rtr-hq-1@@
@@Category=PC Hardware@@
The monitoring system places @@@ in the email subject line
The body of the email contains the 2 fields I want to set and the values formatted as shown in the examples @@field=value@@
When I recieve the assignment notification from ServiceDesk, I can see the delimited fields/values in the body of the email (see email below).
The requester account being used is a valid requester, no assets assigned to it.
The incident ticket is created and the log shows it recognizes that the subject has the "@@@", however neither the Asset or Category fields are filled in.
I have tested using my credentials and the resulting ticket has the Category field set, but the Asset field does not change.
Are there any restrictions on using the E-Mail Command ?
Thanks
Sal
Request details are :
Requested by : PRTG
;Created by : System
Due by date : Dec 3, 2015 08:59 AM
Category : Services
Title : rtr-hq-1 PING (Ping) Down
Description : Group: Routers
Device name: rtr-hq-1
IP-Address: rtr-hq-1
Sensor: PING (Ping)
Status: Down
Date/Time: 12/2/2015 3:58:44 PM (Eastern Standard Time)
Last Scan: 12/2/2015 3:58:44 PM [0 s ago]
Last Result:
Last Message: Simulated error (code: PE034)
Sensor History: 12/2/2015 3:58:35 PM Down, Simulated error (code: PE034)
12/2/2015 3:58:31 PM Warning, Simulated error (code: PE034)
12/2/2015 2:22:12 PM Up, 0 msec
12/2/2015 2:03:41 PM Down, Simulated error (code: PE034)
12/2/2015 2:03:37 PM Warning, Simulated error (code: PE034)
12/2/2015 2:01:45 PM Up, 0 msec
@@Asset=rtr-hq-1@@
@@Category=PC Hardware@@