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04/10/2018 518 views
We have it set so you can edit tickets via email, using things such as "@category=Hardware::Desktop" or "@status=Closed" and so on. However, one of the things I'd like to do is change the queue of an existing ticket via email. I try responding to the ticket with "@queue=[QueueName]" and I get back an error that the permissions for "queue" are "Hidden." Upon seeing this, I went into the Queue Customization to change those permissions but could not find anything for the Queue field.

Is there something I'm missing? Some place to change the permissions to edit the queue without having to log into KACE via web client?
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Comments

  • Are you a member of the Ticket Owners group for both Queues?
    • Yes, I am. The two queues actually use the same exact owner label with the same exact users, and I still cannot use @queue=xxx to change one to the other.

All Answers

0
I am not sure that this exists as a variable, so that was a bit "clutching at straws" for me. I would suggest you log a call with support to confirm but the purpose of the @Fieldname = Value is to set a field name not to set a data table variable. Perhaps a work around would be to hold the queue id in a hidden custom field, you can then update the field from the email. Then create a ticket rule to read the custom field value and apply it to the queue ID.
Answered 04/10/2018 by: Hobbsy
Red Belt

  • The thing that makes me really unsure on the entire thing is that KACE is replying to me saying "Could not change value for "queue" - Permissions are "Hidden"." I feel like if the queue was unable to be changed via email, it would just say something like "Could not find "queue"" but it did not. Very strange.

    Also, that work around is not a half bad idea. I will implement that in the meantime.
    • Default Error messages? and You're welcome ;o)
0
Queue is set by the email address to which the email is sent. You need a different email address for each queue. Check the associated email by going to Configuration > Queues > [queue name] and clicking "[Configure Queue Email Settings]"
Answered 04/25/2018 by: JasonEgg
Red Belt

  • I am aware of this. The issue, however, is that sometimes an end-user sends their ticket to the incorrect email address, which places the ticket in the incorrect queue. My wish was that there was a way via email to CHANGE the queue after it has been set. However, this is not natively possible from the looks of it.