Set tag depending on support email used

mick.houghton · March 9, 2021, 8:33pm

HI, how to i set a ticket tag dependent on the helpdesk email used to forward to HD.

eg,

user sends email to User.support@domain.com and i want it to be tagged with User Support?

Evgeniy · March 10, 2021, 7:31am

Hello! Please use the value of a HelpDesk mailbox column in the trigger:

mick.houghton · March 10, 2021, 8:34am

I’ve tried this but it don’t seem to work.

Evgeniy · March 10, 2021, 10:07am

Please ensure that the tag User Support exists in the list Tags (check site contents to find it). If it does, please download trigger's logs and share them with me via private message.

mick.houghton · March 10, 2021, 10:41am

10/03/2021, 10:40:18 started on ticket #1239

Resolved condition values: {
"Ticket.HelpDeskMailbox": "######@###########.com"
}

Condition result: true

Actions runs:
Action #1 "Set field" succeeded
Outcome: Set field value to 'Microsoft.SharePoint.Client.FieldLookupValue[]'

mick.houghton · March 10, 2021, 1:43pm

OK so im a little further, I went into edit ticket and then added a tag but then I click the tag it takes me to canned responses,

Evgeniy · March 10, 2021, 11:09pm

Please share the configuration of the Tags column (Tickets list settings > Columns > Tags) and the content of the Tags list (Site contents > Tags).

mick.houghton · March 11, 2021, 7:42am

I have now fixed this thanks,