Hello osTicket community,

I'm currently facing an issue when trying to create a new ticket from an email. In particular, I have custom fields (e.g., customID) in the ticket form, and I'm struggling to fill these custom fields automatically when a ticket is created via email.

Details:

  • osTicket Version: v1.17.5 (7c20036)
  • Email Integration Setup: gmail
  • Custom Field Label: customID, customCall
    Has anyone successfully configured osTicket to populate custom fields in the ticket form from an email? If so, could you please share the steps or provide guidance on how to achieve this?

Thank you in advance for your assistance!

NRicci

  • KevinTheJedi replied to this.

  • nricci

    There is no way to fill out fields from an email. You can only fill out fields via API or the User/Agent Portals.

    Cheers.

      nricci

      You cannot do so because how will a user fill out fields they cannot see via email..? This feature is not supported.

      Cheers.

        Hello KevinTheJedi,

        Thank you for your prompt response. I appreciate the clarification on the limitation of filling custom fields via email.

        To provide additional context, these custom fields are intentionally set as internal for operator use within our system. Users cannot directly see these fields via email or osTicket. Our goal is to leverage them for internal processes and system integration on the operator side.

        Is there a recommended approach or workaround for operators to fill in these custom fields via email?

        I appreciate any guidance you can provide.

        Thank you,
        Nricci

          nricci

          There is no way to fill out fields from an email. You can only fill out fields via API or the User/Agent Portals.

          Cheers.

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