The i-net HelpDesk can be controlled externally by imported emails containing parameters. It is necessary to specify a start string and an end string. The HelpDesk server then determines the field to be changed and the new value to be set from the text in between.

The following fields can be influenced externally in an i-net HelpDesk ticket:

Note: Unsupported parameters are not read in (since version 21.4).

If start and end tags are set, then the text body of an email is scanned for any strings that may be present.

Syntax:

StartTagString ParameterName = ParameterValue EndTagString

Important: Only start and end tags are case sensitive, the parameter name and parameter value are not case sensitive. Whether there is a space before or after the equal sign is irrelevant. Do not include special characters (e.g. line breaks)!

The deadline is determined according to the following Java code:

DateFormat.getDateTimeInstance(DateFormat.SHORT, DateFormat.SHORT, Locale.GERMAN).parseObject(str);
DateFormat.getDateTimeInstance(DateFormat.SHORT, DateFormat.SHORT, Locale.US).parseObject(str);
DateFormat.getDateTimeInstance(DateFormat.SHORT, DateFormat.SHORT, Locale.UK).parseObject(str);
DateFormat.getDateTimeInstance().parse( str );

The following example sets the status of an existing ticket to "in progress" (each status is represented by a number, here 200) and the priority to "high".

#start# Status = 200 #end#
#Start# pribezeichnung = hoch #end#.

Note: The values of fields of existing tickets cannot be reset to their respective default values. Example: default resource is "First level", the ticket is in the resource "Second level". The resource cannot be changed to "First level" via parameter. This is due to technical reasons.

A new ticket is to be created and automatically dispatched (authorized to resource):

#start# Status = 100 #end#
#start# pribebezeichnung = hoch #end#
"#start# resdesignation = first level #end#"

Note: After the email has been read into the i-net HelpDesk, the start and end tags are no longer displayed. The string in the email #Start# Status = 200 #End# thus becomes Status = 200 in the i-net HelpDesk. This firstly provides control over the transmitted parameters and secondly ensures that, in the event of multiple mail "ping-pong" between sender and recipient, only one valid parameter sequence exists.

The i-net HelpDesk server searches for the keyword "TicketID" in the subject of an incoming email. After that, a number followed by a string of letters is expected.

Example:: "AW: Printer malfunction TicketID 824RPH".

So in the example, the incoming email must have the string 'TicketID 824RPH' in the subject so that this email can be added as a further step to Job no: 824.

Below is the Java code that generates the TicketID. You need to adapt the code accordingly for your language:

public String getTicketID(String aufId){
   String ticketIdString = "TicketID ";
   char values[] = aufId.toCharArray();
   char key[] = new char[values.length*2];
   System.arraycopy(values,0,key,0,values.length);
   for(int i = 0; i<values.length; i++)    {
      if (i==0) key[values.length] = (char)(values[i]+26);
      else key[values.length+i] = (char)(values[i-1] - values[i] + 74);
   }
   return ticketIdString + new String(key);
}