Is there a way to automatically route tickets generated via email?
We are in the process of setting up our helpdesk in Kace K1000 and we are looking for a way to route incoming tickets generated via email to certain members of the helpdesk. We would also like the IT manager to receive an email when the ticket comes in, and he would like to be able to re-assign the tickets should he feel it necessary. I've been looking through the articles and haven't found anything that helped, any ideas?
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Posted by:
JasonEgg
7 years ago
For you second question you may find this useful: http://www.itninja.com/question/email-on-call-staff-when-a-new-ticket-getes-created-by-user
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FYI, in our environment we use web forms which take the user's and ticket's info then composes an email using the '@variable' tokens. One of these is a custom field which specifies that the "source" of the ticket was a web form, so we can route it differently if we want. - JasonEgg 7 years ago
KACE provides this one as an example:
https://support.quest.com/kace-systems-management-appliance/kb/111222
It works but is going to notify that group\person about every email created on every single Queue, so watch out.
You will need to use MySQL workbench or TOAD to connect to the K1 database and polish\adapt the rule.
see:
https://support.quest.com/kace-systems-management-appliance/kb/114992
Or you can contact KACE Custom Services Team, but they will charge you for this tailored rule.
Or maybe someone here can do it for you, unfortunately, I am not good with SQL. - Channeler 7 years ago