When a ticket is created In the Kace Service Desk an email is sent with the ticket number at the front of the subject line.  When the user replies with Outlook RE: is appended to the subject line and a new ticket is created.  Is there any way to scrub the RE: or tell Kace to ignore it?
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  • So the problem occurs when anyone replies to the ticket (i.e. owner, submitter, other ticket owners not assigned to specific ticket, etc.)? And the problem occurs with all the email clients you've tried?
  • Yes. The issue is the original ticket owner will include multiple emails in the TO or CC field when they open a ticket and then everyone who responds, original ticket owner included, gets a new ticket opened instead of appending the open ticket.
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If the email subject sent be the K1000 has the format [TICK:ticketid] then KACE will automatically update the appropriate ticketid when users reply to the ticket. The contents of the email will be added as a new comment.

Answered 08/22/2016 by: chucksteel
Red Belt

  • I understand that, the issue is when a user replies to the email it automatically appends RE: to the email and creates a new ticket. Is there any way in Kase to ignore the RE:?
    • Even with the RE: in the subject KACE should detect the [TICK:1234] and update ticket 1234.
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      • I have looked in every setting I can find and I am not able to find any settings for appending an email to a ticket. I know Kace should automatically append the ticket but it opens a new ticket to every email sent.
      • Can you post a screen shot showing the subject of an email from your queue?
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