Re-open helpdesk tickets based on conditional text?

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Posted on by sudosaurus

1,597 Super User 2024 Season 1

Hello,

I am building a Helpdesk system using SharePoint lists. When a ticket is closed we have a choice column set with the choice of "Closed" - when this occurs, the user who submitted the request receives an email advising their ticket has been closed.

I'm wondering whether its possible to re-open these tickets when a user replies to these emails? I know from testing this just creates a new item in SharePoint based on my new ticket workflow.

If we have the previous ticket reference in the subject line ie. [CXP- (where CXP- is the prefix before the SharePoint ID column being added (CXP-01), do you think it would be possible to match this reference against an item already in the list and if it exists, update that SharePoint list item and change its status back to "Open" ?

Thanks,

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sudosaurus 1,597 Super User 2024 Season 1 on at

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Re: Re-open helpdesk tickets based on conditional text?

@yashkamdar

On my closure workflow, the user receives an email with this in the subject line:

"Your Ticket [CXP-ID] has been resolved (where "ID" is the SharePoint list item ID)"

I figured that if a user replies to the resolution email the subject line will read:

"RE: Your Ticket [CXP-28] has been resolved"

This is my current workflow for sending emails from a shared mailbox to a SharePoint list.

I'm thinking the Get Item and Update Item actions would need to be after the When a new email arrives in a shared mailbox (V2) action? However when doing so, and adding my site and list name, there is no option to select ID ?

Any ideas?
yashkamdar 1,044 on at

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Re: Re-open helpdesk tickets based on conditional text?

Hello Team,

This is absolutely possible.

What you can do is try to write a logic to grab the ID from the Subject line CX-12, so Grab 12 and then just fetch the item using "GET ITEM" action, post which all you need to do is update the item properties.

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