I asked about this in iiQ’s office hours today and here I am with my question.
Found a similar one here.
We send our repairs to a 3rd party. They have a web portal we use to submit the requests, which generates an email to the agent. We’d like that email to make its way back to the iiQ ticket.
We can save the email as a PDF and manually add it, but if anyone has used the API for something similar, I’m all ears.
+18I was not in attendance for the Open Office hours, sadly, but I think I’m following.
Are you familiar with Google Apps Script? I think (maybe) there are ways to automatically forward emails to a URL that accepts HTTP requests - so in theory, you could develop a script to receive and parse the content of the email, then sending it somewhere else. I have used Apps Script to create my own endpoints for receiving POST calls before, and taking the data and sending it somewhere else. Only difference here would be that it’s coming from an email instead of a webhook or something.
Disclaimer: I’ve never done something like this with emails, but it sounds like a fun experiment, so I will likely tinker with it at some point lol.
I’m not super familiar with Google Apps Scripts, but I have at least one colleague that is. He was next on my list if iiQ didn't have something “built in” for us.
Yeah, in my experience the only thing they have “built in” would just be the ability to convert an email to a new ticket, but it sounds like you’re wanting to send content from emails that are coming from the third party vendor to an existing ticket - am I understanding that right?
In either case, the email would likely need to include the iiQ ticket number or ticketId for it to truly work properly. Might be able to do something with a device serial number as well, as long as it is associated with an open ticket.
You are correct! It’s a third party vendor message that I’d like added to an existing ticket.
The serial number would be in the ticket and the email. I’ll dive into the scripting stuff and check in with my coworker to see what he knows.
Also, if you’re a district that uses O365 for email, you can possibly make this work with Microsoft Graph API too.
We’re pretty much a Google environment. We’ve been 2-3 people short this week so no time to dive into this (yet). Today’s looking a bit better so I might go down the rabbit hole… 😂
+18
+9Also, if you’re a district that uses O365 for email, you can possibly make this work with Microsoft Graph API too.
They are a District who uses the standalone Outlook. (Hehe, I have no idea what they use, but I use the standalone Outlook and have this same scenario)
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