Updating tickets via email

In addition to creating tickets via email, you can update tickets by replying to email notifications. Your email message is appended to the selected ticket.  You can update the Description field and other fields (such as Priority or Status), assign the ticket, and so on. (FootPrints 20.18.03) When you update the CC field, FootPrints retains all subsequent CC email addresses too.

If you are a designated approver, you can also vote via email. For more information, see Voting on approval requests via email.

To update a ticket via email

1. Open the message about the ticket that you want to update.
2. Click Reply.
   Do not change the subject of the email; it contains important information about the ticket and is needed by FootPrints to update the correct ticket.
3. To update only the Description field on a ticket, type your response in the body of the email.
   The new information is added to the ticket.

4. (Optional) To update other fields, in the body of the email message, type the information that you want written to the ticket, using the explanations provided in the following table.

   Field	Format notes
   Priority	Priority=n where n is the new priority.
   Status	Status=x, where x is the new status.
   Assignees	Add an assignee: assignees=+user_ID1. Add multiple assignees: assignees=+user_ID1;+user_ID2;+user_ID3 (insert semicolons between IDs). Remove assignees: assignees=-user_ID. Remove multiple assignees: assignees=-user_ID1;-user_ID2;-user_ID3 (insert semicolons between IDs). Replace existing assignees with other assignees: assignees=user_ID1 (no plus or minus signs) or assignees=user_ID1;user_ID2;user_ID3 Add and remove assignees in the same email, using plus signs and minus signs to identify additions and removals: assignees=+user_ID1;-user_ID2;+user_ID3 (adds two assignees and removes one) If any of the user IDs has a plus or minus sign in front of it, all of the IDs located before the next plus or minus sign are processed for adding or removing (but not for replacing): assignees=user_ID1;+user_ID2;-user_ID3 (adds user_ID1 and user_ID2 and removes user_ID3 without replacing any existing assignee). Add and remove teams using the same format: assignees=Team1;-Team 2;+Team 3 Make sure to use plus signs and minus signs as appropriate. Team names are case-sensitive. The system searches for matching users first and then, if no user found, it searches for matching teams.
   Other fields	<fieldname>=<value> where fieldname is the name of the field and value is the field content. If you send an invalid value, an error message is sent back to you. If you send an invalid field name, the fieldname=data statement is added to the Description field as text.

   Generally, any information that the system does not recognize as field-related is added to the Description field as text.

5. Click Send to send the update to FootPrints.
   The ticket is updated within a few minutes. Depending on the settings defined for your system and user ID, notifications may be sent when pertinent updates occur.

Related topics

Updating tickets

Retrieving information using email queries