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