Updating Tickets via E-mail

In addition to creating new tickets, you can use ChangeGear's e-mail functionality to update existing tickets. ChangeGear automatically determines the action perform based on the contents of the e-mail. If you have the appropriate privileges, you can update the ticket's description, change the status, or add an attachment.

Note: E-mails that apply to a ticket will update the ticket's history.

Before updating a ticket via e-mail, you first need to identify the ticket that you want to update. You can do this using one of two methods:

  1. Replying to the e-mail thread that was used to create the ticket (see Multiple Users and E-mail Threads).

  2. Creating a new message and specifying the ticket number in the subject field.

    Note: This requires additional functionality to be set up by your ChangeGear administrator.

For more information, see Referencing Existing Tickets.

To update the ticket's description:

  1. Reply to the e-mail (or e-mail thread) used to create the ticket.

    - OR -

    Create a new message and specify the ticket number in the subject field.

  2. Enter your comment at the start of the message.

    Note: If you enter an action (Accept, Promote, Resolve, etc.), ChangeGear will perform that action instead of updating the description.

  3. Send the message.

To perform an action on the ticket:

  1. Reply to the e-mail (or e-mail thread) used to create the ticket.

    - OR -

    Create a new message and specify the ticket number in the subject field.

  2. Place an "X" surrounded by brackets to the left of the appropriate action. For example:

    {{ [X]-Accept [ ]-Promote [ ]-Resolve }}

    - OR -

    Type the action in the body of the message.

    Important: When using Exchange, make sure the action appears in the first line in the body of the e-mail, otherwise ChangeGear will not detect the action.https://support.sunviewsoftware.com/cgweb/MainUI/MainFrame.aspx?ID=2696&moduleName=Problem

  3. Send the message.

    Note: If you enter a comment instead of an action, ChangeGear will update the ticket's description instead.

To add an attachment:

  1. Reply to the e-mail (or e-mail thread) used to create the ticket.

    - OR -

    Create a new message and specify the ticket number in the subject field.

  2. Attach an item using your e-mail client's attach function.

  3. Send the message.

Multiple Users and E-mail Threads

ChangeGear supports the use of e-mail threads to manage tickets. An e-mail thread is a group of related e-mails that forms when a user replies to or forwards an e-mail. If an e-mail is used to create a ticket - or if it references the ticket in the subject line - other e-mails in the thread will update the same ticket. This lets you quickly and easily update a ticket without first having to find the ticket number.

Tip: When managing tickets, be sure to reply to the correct thread. If you reply to a different thread, ChangeGear may update a different ticket or create a new ticket.

E-mail threading is especially useful when managing tickets with multiple users. Adding other ChangeGear users to the CC field allows them to manage the ticket simply by replying to the thread. ChangeGear automatically filters out new e-mails from older e-mails, determines the sender's privileges, and updates the ticket accordingly.

Tip: E-mail addresses in the CC field can also receive notifications from ChangeGear when the ticket is updated. For more information, please contact your IT department or ChangeGear administrator.

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