Like many schools, we’re using Incident IQ’s rules engine to enable the creation of tickets from requests sent via email.
To do this, we’re using the “From email” trigger, as described here.
That said, we’d like to expand upon this by also assigning subtasks to that ticket. This knowledge base article explains how to assign subtickets via rules; however, I’m not seeing the “create subtickets” option from the list of available actions when using the “From email” trigger:
However, if I switch to a different trigger type, the option is available:
Is there any other way to enable the creation of subtickets/subtasks on tickets created via email?
For what it’s worth, I did try and get around this arbitrary limitation by recreating the email-to-ticket rule using another trigger category; however, Incident IQ rejected the email and returned it back to the sender.
All triggers are not equal. In this case you will need to use the ‘Approve ticket creation from email’ action in your first rule where the trigger is ‘From email’.
