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Reply to Update Ticket RRS feed

  • Question

  • I am running System Center 2012 and would like to implement a feature of Service Manager that would allow users to reply to ticket notification e-mails in order to update the existing ticket.  Currently, replying to the notifications creates a new ticket altogether.

    Any advice/help would be appreciated.  Thanks!

    Thursday, July 18, 2019 6:42 PM

Answers

  • Yes you should configure notification templates. The string is ok, just add the brackets []:

    [$Context/Property[Type='WorkItem!System.WorkItem']/Id$]


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    Sunday, July 21, 2019 8:58 AM

All replies

  • Are you using Exchange Connector? If so, simply add Ticket ID in brackets [...] to the subject.

    Microsoft Certified Professional

    [If a post helps to resolve your issue, please click the "Mark as Answer" of that post or click Answered "Vote as helpful" button of that post. By marking a post as Answered or Helpful, you help others find the answer faster. ]

    Friday, July 19, 2019 7:03 AM
  • Yes, I have exchange connector configured.  Is that done on the individual templates or somewhere else?  All ticket notification templates currently have Ticket ID included in the subject using the substitution string "$Context/Property[Type='WorkItem!System.WorkItem']/Id$" but replies to these notifications do not update but instead open new tickets.
    Friday, July 19, 2019 1:21 PM
  • Yes you should configure notification templates. The string is ok, just add the brackets []:

    [$Context/Property[Type='WorkItem!System.WorkItem']/Id$]


    Microsoft Certified Professional

    [If a post helps to resolve your issue, please click the "Mark as Answer" of that post or click Answered "Vote as helpful" button of that post. By marking a post as Answered or Helpful, you help others find the answer faster. ]

    Sunday, July 21, 2019 8:58 AM