Automatic close via email

Question

We have a separate 3rd party maintenance work order system, and folks are entering maintenance orders in iiq instead of the separate system.

We are also automatically assigning tickets based upon origin of tech ticket submission.

So, anyone know of a way our support techs could respond to the email notification that a ticket has been assigned with something simple like adding - maintenance - in the subject?

Then, a rule is fired (based upon that email response) that automatically closes the ticket and the end user receives an email stating ticket closed and here’s the link to the maintenance system?

JAdkins_iiQ · Accepted Answer

@cgravesmcsdgreat suggestion!@gguynes, just as suggested, you can create a rule to Resolve the ticket and fire off an email to the individual who submitted the ticket when the ticket is updated.In the filters, you can use the % statements as needed. You will then perform these actions:One thing to keep in mind, the user will receive two emails with this setup. They will receive the automatic email that is sent out when the email is resolved as well as the email you create here. Unfortunately, the automatic templates cannot be edited at this time.

cgravesmcsd · Answer

You can cancel a ticket by adding a rule to the ‘When Updated’ triggers. Specifically, you can have the rule look for email subject or body. You can use % as necessary to pull “like” statements.

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