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Systems Management Question


Email on Custom Ticket Rules - Summary variable not working

04/07/2019 479 views

I am not sure if this happened in the upgrade to 9.0 or my update to the 9.1 early release, but I noticed that when someone emails into the Service Desk my rules based on the Summary field were not working.  I checked my queries using the FlySpeed query editor and noticed that the "Summary" field in the HD_TICKET table is empty when the ticket comes in via email.

The summary text clearly shows up in the ticket so I am confused on why the HD_TICKET.SUMMARY and the HD_TICKET.HTML_SUMMARY fields are empty in the table.  Does the Summary record in another table when the ticket is created via email?

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