In Kace, is it possible to setup a queue so that emails going to a particular address are automatically assigned to a category within the queue?  Here's a scenario:


Queue "A" has Categories 1, 2 and 3.  Email addresses, and all get routed to Queue "A".  Is there a ticket rule I can setup that will automatically move tickets submitted via to Category 1 in Queue "A"?




3 Comments   [ + ] Show Comments


  • I don't think this is possible because as far as I can tell KACE doesn't track what email address the message was sent to. Normally a queue only has one email address associated with it so they probably never thought to include that.
  • Sad, seems like it would be a basic feature to implement. Virtually every other helpdesk system I have used could handle that. Yet another disappointing deficiency of the K1000's service desk.
  • We did figure out a solution for this! We created a transport rule in exchange that would prepend the subject line with the category name. Then we created a ticket rule that would look for the name and move it to the correct category. Seems to be working well!
Please log in to comment

There are no answers at this time


Answer this question or Comment on this question for clarity