How can we design the ticket field to differentiate between the person submitting a K1000 ticket and user actually experiencing a problem?
We are new to KACE. Scenario: If an "executive" has a computer issue, the assistant typically enters the ticket. We want the issue to be tied to the user and in most cases the user's asset but want to correspond (automated emails & such) with the assistant - NOT the executive - he/she doesn't want any additional emails. How can we make this happen?
If we change the submitter to reflect the actual user, an email would be generated to the executive. If we don't change the submitter to reflect the actual user, we lose the "history" of issues tied to that user/asset that could be leading up to a bigger problem. In general we would like users submitting tickets to receive an email to know it's been assigned - we know how to do that part but not this "hybrid" situation.
Answers (1)
Are they submitting through the user interface or through an email? If it's through email, you can put @submitter=executive name into the subject of the email.
Otherwise, you could put a text field in the ticket that says something like "submitted for". Once your techs pick up the ticket, they can then change the owner to the executive.
