Using the Text API › Text API › How to Set Up Notification Replies to Update Tickets › How an End User Updates a Ticket Example

How an End User Updates a Ticket Example

The following example demonstrates how an end user (John Smith) replies to an email notification to update an incident ticket.

The Body or Subject of the email includes the object identifier. The {{object_id}} placeholder within the filter string denotes the object identifier.

1. A notification is sent to John Smith and includes the following instructions:

   In order to add a comment to your incident, just reply to this email or include the line below (on a line by itself).
   %Incident:1234%
   

2. John Smith replies to the notification as follows:

   This is my response...
   

3. The Mail Eater receives the following text version of the John Smith's email:

   This is my response...
   

   From: Service Desk
   Sent: Wednesday, September 18, 2009 10:22 AM
   To: Smith, John
   Subject: Simple Notification
   

   This is a simple notification.
   

   In order to add a comment to your incident, just reply to this email or include the line below (on a line by itself).
   

   %Incident:1234%
   

4. The Mail Eater processes rules in order and finds the %Incident:1234% artifact:

   This is my response...
   

   From: Service Desk
   Sent: Wednesday, September 18, 2009 10:22 AM
   To: Smith, John
   Subject: Simple Notification
   

   This is a simple notification.
   

   In order to add a comment to your incident, just reply to this email or include the line below (on a line by itself).
   %INCIDENT_ID=1234
   

5. The Mail Eater adds the Text API keywords and the {{object_id}} value to an %INCIDENT_ID= statement and leaves a marker where the {{object_id}} value was found. The following text shows the data that is sent to the Text API. The bold text shows values added by the Mail Eater.

   %LOG=This is my response...
   From: Service Desk
   Sent: Wednesday, September 18, 2009 10:22 AM
   To: Smith, John
   Subject: Simple Notification
   

   This is a simple notification.
   

   In order to add a comment to your incident, just reply to this email or include the line below (on a line by itself).
   %Incident:-((...))-%
   %FROM_EMAIL=john.smith@company.com
   %INCIDENT_ID=1234
   

6. The Text API add a log comment for Incident 1234.