Summary
This article explains how to get ticket status via email.
Synopsis
Starting with Spider Incident 4.0.200 it is possible to get informed by e-mail whenever the status of a ticket changes.
Definition of status change: A public change that is added to the history. This is mostly the same as viewing a Ticket from the ViewTicketStatePublic page.
Discussion
Configuration:
This feature has to be enabled in the Incident Configuration Dialog on the Tab "Notifications".
Subscribe/unsubscribe
Any customer can subscribe to a ticket by sending a subscription e-mail, if he knows the Ticket ID.
If he is subscribed, he will receive any public status changes for that Ticket per e-mail.
To subscribe:
Send an e-mail to the corresponding FetchMail instance mail address with the subject: [subscribe-ticket-status] [TICKET-ID]
e.g. [subscribe-ticket-status] [20120301084741009]
The body of the e-mail is ignored.
A confirmation e-mail is then sent back to the customer.
To unsubscribe:
Send an e-mail to the corresponding FetchMail instance mail address with the subject: [unsubscribe-ticket-status] [TICKET-ID]
e.g. [unsubscribe-ticket-status] [20120301084741009]
The body of the e-mail is ignored.
A confirmation e-mail is then sent back to the customer.
Get current ticket status:
If you just want to know the current Ticket status, the you can also send an e-mail with the subject: [ticket-status] [TICKET-ID]
e.g. [ticket-status] [20120301084741009]
Products
OM4
on - edited on by
jborchers
