custom email fields that I can't modify
Hi all -
We are using the KACE help desk and most of the automated email notifications to users and owners. Most of the notifications are putting in lines that we don't use. For example, here is what we want for Comment Submitted:
---
This Support Ticket: $ticket_title
has been closed due to one or more of the following reasons.
1) We believe the issue has been resolved.
2) It has been a while since we last heard from you.
---
However, this is what gets sent out:
---
-+-+- Please reply above this line to add a comment -+-+-
This Support Ticket: testing email responses has been closed due to one or more of the following reasons.
1) We believe the issue has been resolved.
2) It has been a while since we last heard from you.
Please visit the help desk at
https://xxxxxxxxxxxxx/userui/ticket?ID=yyyy
------------------
I see this on many of our notifications. We also see lines like this added:
If you feel this case should be reopened or you have any questions regarding this ticket, please feel free to contact Technical Support. You can also check the status of your cases at support..com.To contact support email support@.com or call us at .
Thanks!
Regards,
Support Team
In this case, the info isn't even there..or correct. Is there any way to remove these lines?
Thanks ahead of time.
Answers (1)
Sounds to me like you need to do some work on the tickets rules and in the configuration (possible in a few places). To start you off it may be good to look at the EmailOnClose rule on the queue if you have not already. Go to your service desk configuration tab, Queues, select the queue and scroll down to the rules. EmailOnClose should be listed there and you can edit it and enable for the queue if you have not done so.
There is a spot that they use support@<yourcompay>.com - you can hard code what the email should actually be here or take this line out if it is not wanted.
Hope that helps to get you started but you can read more by following the advice on this question: KACE Product Support : Setting up email for Ticketing on the K1000 (itninja.com)
