KACE ticket creation from inbound emails
Seeking some guidance around K1000 inbound email ticket creation. We currently receive emails via. an Office365 account, with staff copying and pasting them from Outlook into KACE.
We still need to manually review tickets, so we don't want all inbound Office365 emails to generate KACE tickets. But we would love to be create a rule where tickets from certain email addresses could be relayed to our K1000 for auto ticket creation. Alternatively, we could create a 2nd Office365 account only to be used for these special emails. How would we setup our K1000 to achieve this? Thanks so much!
Answers (1)
Interesting way of doing your tickets... however it sounds like you should configure the email settings in kace and just not share the address outside of IT or those that need to know.
Start with reviewing the "Configuring Email Settings" (page 250) & "Configure queue-specific email settings" (page 731) in the admin guide for whichever version you are currently running
link for version 11 https://support.quest.com/kace-systems-management-appliance/11.0/technical-documents
It sounds like that auto rule would have to be created in your Office365 settings for that first email account so that once it meets your specific criteria of "X approved email addresses" it will auto forward the email to the KACE queue Email. If it doesnt make the cut then dont forward and have it sit in the inbox or special folder for review in Office365 mailbox.
For your alternate approach with manual review.
Start on page 768 of the admin guide posted above, "Creating and managing tickets by email"
depending on your tickets you could save some time w/the whole copy/paste and just forward those email with the Ticket Attributes starting on page 769.
ex reviewing an email that will be submitted as a ticket
you can forward the email to your Kace queue email & add the attributes to the top of email
@submitter=user1
@owner=tech2
