Automatic Ticket Creation

smcs

@johnny I could be missing a setting or a change somewhere, but I have a company, example xyz.com in my IT Flow, and I only have one generic account under that company. I sent an email from an email address associated with xyz.com, but a ticket is never created. xyz.com is the domain listed for the company. Any ideas why the auto create stopped working or is there another setting that I may be missing somewhere? Any help is appreciated.

johnny

It checks the client website field to match the domain and not the domains listed under client domains

smcs

My goodness, you would think I would have remembered that, sorry for the ticket, but that was the issue. I was thinking it was under the client domain, totally my fault, thank you johnny! Keep up the great work the IT Flow team is absolutely wonderful!

wrongecho

smcs

Eventually we plan to auto create tickets/contacts for emails received from any all domains setup under a client.

johnny

no problem, its not common knowledge and really needs to be documented better even if we just document it as helper texts under the website input field.

smcs

Real quick question. I got the ticket working thanks to your help, but I added my personal email address in as a watcher to the ticket but that address is not getting anything to it and it is not part of IT Flow at all. Does the watcher email address have to be a part of IT Flow in some way for it to get updates?

johnny

no a watcher can be any email address even outside itflow

Check your mail queue logs it should tell you the status

smcs

@johnny I checked the mail queue and it is not showing my watcher email address anywhere. I did create the watcher after the ticket had some information back and forth on it, would that matter?

johnny

@smcs it should not matter im going to update the code a bit here.

wrongecho

Bumping an old thread here, but wanted to clarify this is resolved. Emails from any domain registered under a client will auto-create a contact and raise the ticket under them now

itflow-org/itflow4ac7841