We have an SNMP monitoring system that sends notifications I would like to have their own Status in our system.
When editing the “From Email” rules, the action for setting a ticket status is absent, but it’s present in all the other rule engine triggers.
I’ve tried adding on “When Created”, “When Updated”, and “When Assigned” rules to hopefully take place after the email rule but I don’t get any to work. Am I missing something? What would be the best method of achieving this?
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Thank you for reaching out to the Community team! You have the right idea in creating a separate rule to handle setting the status once the ticket is created. Setting the ticket status is omitted by design in the From email action items. Do you mind submitting your use case and sample ticket to our Support team for review and investigation? We would love to assist you with setting up this workflow. Thank you!
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