How to use the Email Hash Tag Language for AssetRemix
The following hash tag language is only available to be used by admin users who have been given the necessary permissions inside our asset management and help desk system. So if a user has view assigned items only permission, these will not be valid.
When entering the following tags, make sure that there are no spaces between the tag and the following value. See examples after each tag.
Use #user: followed by the email of the owner that you want to assign the help desk ticket to. #user: can not be used in comments of help desk ticket. This is only valid for the creation of new tickets.
E.g #user:some.email@domain.com
Use #admin: followed by the email of the admin user to whom you would like to assign the help desk ticket. This can also be used when commenting on help desk tickets.
E.g. #admin:some.email@domain.com
Use #status: followed by either the full or partial name of the status that you would like to have the help desk ticket set to. This does need to be a status that has already been created inside of your workspace. This is also able to be used when commenting on help desk tickets.
E.g #status:closed or #status:progress
Use #type: followed by the type of the item that you want to select when you are creating or commenting on a help desk ticket.
E.g #type:asset or #type:accessory
Use #item: followed by the asset tag or asset name to select the item that you want to assign the help desk ticket. This can also be used when commenting on tickets. When using special characters, any character other than the dash sign-in is treated as the end of the value.
E.g #item:123-abc or #item:JohnsChromebook
When using either #type: or #item: you need to use both tags.
If an agent is assigned to a help desk ticket through the hashtag language, then the ticket assignment rules do not apply, except for the emailAll rule.
Here is an example of what a complete ticket should look like.
Hello, the teacher #user:firstname.lastname@domain.com just informed me that the checked-out #item:printer-999 of #type:asset has been damaged somehow. #admin:firstname.lastname@domain.com, please evaluate and send the item for repair. Thanks.