Change ticket state depending on mail reply

miguel_

At the moment I'm testing osTicket to evaluate if I should use it for our support team.

Know I wanted to know if it is possible to change the state of an existing ticket, depending on the content from an incoming mail reply to the ticket.

For example the mail subject looks like this:

RE: [0001] #released#

The Ticket would be the 0001 and because of #released# the state of the ticket should change to "resolved"

The reason for this, is the following:

If a support ticket is a bug, we create a ticket in Jira for the development team, where we also put in the ticket number.
if the bug is fixed, I need to inform the customer, that his problem ist fixed in the current release.

In Jira it is easy to send out an email with specific information, so I thought it would be easy to change the state of the ticket, simply by send an email to osTicket.

Another thing I thought about, if this is not working, would be to change the state directly in the database, but I don't know if this would trigger all actions in the same way it would when I change it in den Frontend.

I hope you can help me with some informations.
thank you, Miguel

KevinTheJedi

miguel_

This is not possible after the Ticket has been created. Firstly, Ticket Filters only apply on New Ticket creation. This means if you Reply Ticket Filters will not apply. Second part is Agents cannot reply from anywhere outside the system. They have to login to osTicket and Reply from the system directly. If Agents reply via email the best it will do is add as an Internal Note on the Ticket which will not alert the User nor will the User see it in osTicket.

In osTicket you can set the Status directly below the Reply box. So the process would be login to osTicket, work on a Ticket, type out your Reply, set the Status to Resolved, and click Reply. This will Reply to the User and set the Status to Resolved.

You can do this via the database but like you said it will not trigger the same events as when doing it from within the system. You can however look at the code and write a script that does everything you want when replying from JIRA. We don't have any customization guides so you'd be on your own in looking at the code and writing your own script.

With all this being said, v2.0 will be way more extensible and will allow for such features to be possible. Please stay tuned!

Cheers.