Hello all! I'm working on getting the Service Desk set up on my KACE 1000. It seems to be working great but I have one thing I'd like to change and I'm not sure how to do it.

In each e-mail that is sent out from the Service Desk, there is a link in the message that the user can click on to take them right to the specific ticket in their web browser. Right now for me, that is going to to http://k1000.local.domain. This link works, but only if the user is on our network. I have set up an outside domain to point to port 80 on our appliance so that people can log in to the Service Desk portal while outside our network. The address for that is http://helpdesk.mycompany.com. This works perfectly for logging in, creating tickets, and viewing tickets.

What I would like to do is have the URL that is in the e-mail be the http://helpdesk.mycompany.com instead of http://k1000.local.domain. In the customize e-mail screen it is using the variable $ticket_url. That puts the entire URL in the message. Is there a variable that is just the ticket ID? Then I could just manually put in the web site and then put the variable for the ticket ID at the end.

Thank you in advance!

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The variable should be $id (resolving to HD_TICKET.ID) - that's what resolves to the ticket number in my custom email rules, although I'm not attempting to do what you are.  Make sure that either HD_TICKET.ID or HD_TICKET.* is specified in the SELECT query and this should do the trick.

If you'd like to see how to use other variables, check out this article (specifically the Email Alert on Waiting on Approval and Email Alert on Approval ticket rules):

K1000 Service Desk - Equipment Request Queue (Config & Custom Ticket Rules)


Hope that helps!


Answered 10/15/2012 by: jverbosk
Red Belt

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