How to generate tickets with ticket priority thru emails
Our users don't login to KACE portal to create tickets. They send emails to an email address and KACE system will generate the tickets automatically. Currently, all the tickets generated from emails are set as medium priority. How can I make it happen to let users to email ticket priorities and KACE will also generate the ticket based on users' priority?
Answers (1)
Use the @priority=XXXX flag
See the admin guide (read the fine manual, you know ;) )
https://support.quest.com/technical-documents/kace-systems-management-appliance/8.1%20common%20documents/administrator-guide/219#TOPIC-899441
If you want that some users always habe a 0 priority (the annoying people who report "there is an error. No I clicked the message so it is no more here") or highest priority (managers) etc you can build a custom ticket rule with the wizard to do so.
Comments:
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Nico, it's unlikely that the customer's users will insert code into their email!! So in essence the answer is to build a custom ticket rule which identifies the key users that may merit a higher priority ticket logging. However, that would also present issues, as the same customers will always get a better service, which in turn undermines the principles and integrity of a good service desk.
Much like every post you put on, Nico, being endorsed by Nick the Ninja, this results in us not looking at your responses as clearly they cannot all be exceptional (even for you ;o)
With CASE statements in your SQL you could set the criteria that says if the ticket title contains certain words and the user is X then set a higher priority, but you could only do that with text entered in the ticket title, taken from the email title and the ticket comments taken from the body of the email.
You do need to understand that when a ticket is logged by email, when no @Fields are used, the default settings are always used for Category, Status, Impact and Priority fields and the default values for those are set in the Queue Detail screen.
So there you have it hopefully a better response than RTFM, but I doubt it will get and "Nick endorsements......" - Hobbsy 4 years ago
