I hope the form can help me with my helpdesk email questions.
We are now using the ticketing system on our Kbox and after a short learning curve by the staff we are all working fine with it. But, currently we are not using it as designed by Kace. Our users do not start there own tickets. That would be too much of a leap for them so they call a "help" line and we enter the tickets for them. Plus we have four different teams with different areas of responsibilities so we have one queue for each of them.
So here are my questions.
Does Kbox send email to the user when a ticket is created for them from the admin ticketing screen by someone else? When we get a service request whoever is taking the call starts a ticket for them and assigns there name to it. After speaking to someone at Kace they indicated that that email on ticket creation is only sent if the ticket is started from an email that has been sent to Kbox. And before I made changes to the email names for each queue it seemed to be working. Also, if a ticket is created from any of the other 4 queues I have will emails be sent from them as well?

Ok, now here is the harder question:
I know that the user can responded to email sent from a ticket that that response is placed back in the ticket by the kbox email system. But is there a way to prevent users from starting tickets by email and not disable this function?

Thanks for your help
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Does Kbox send email to the user when a ticket is created for them from the admin ticketing screen by someone else? When we get a service request whoever is taking the call starts a ticket for them and assigns there name to it. After speaking to someone at Kace they indicated that that email on ticket creation is only sent if the ticket is started from an email that has been sent to Kbox. And before I made changes to the email names for each queue it seemed to be working. Also, if a ticket is created from any of the other 4 queues I have will emails be sent from them as well?

As KACE has stated, only tickets created by email will send an update to the submitter. You could simply create the ticket and then add a comment or make a change which will send the submitter an update (based on your queue notification settings).

EDIT: I stand corrected - http://www.kace.com/support/customer/faq/index.php?action=artikel&cat=8&id=613&artlang=en

Ok, now here is the harder question:
I know that the user can responded to email sent from a ticket that that response is placed back in the ticket by the kbox email system. But is there a way to prevent users from starting tickets by email and not disable this function?


Not that I know of. You can disable the ability for the queue to receive email (by breaking the credentials), but then you also lose the ability to receive ticket updates to the queue via email.
Answered 01/25/2010 by: airwolf
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Thanks for looking that informaition up.
I'm going to run some test with tickets to see how it turns out.


thanks again.
Answered 01/25/2010 by: kdasanmartino
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After speaking to someone at Kace they indicated that that email on ticket creation is only sent if the ticket is started from an email that has been sent to Kbox. And before I made changes to the email names for each queue it seemed to be working. Also, if a ticket is created from any of the other 4 queues I have will emails be sent from them as well?
This is not quite true. Is it true that the "email on events" checkbox only applies to "New Tickets [submitted by] email" and the email that is sent is the one based on "Email Ticket Creation Acknowledgement" template.

However, if you have the "any change" options set for owner, submitter, approver, cc list or category_cc then you will get the appropriate change emails based on the template "Ticket Change Notification".

Ok, now here is the harder question:
I know that the user can responded to email sent from a ticket that that response is placed back in the ticket by the kbox email system. But is there a way to prevent users from starting tickets by email and not disable this function?

There is no way to do this today. If you were proficient in rules you could write a rule to move tickets created by email to a "dead queue". This dead queue would have no email actions on it at all, the rule would also email the submitter saying their ticket was rejected.

Note that this rule could not prevent nor reverse the functionality of the "New ticket via email" checkbox but I can't think of why one would need to still have that enabled in this scenario -- so disable it in tandem with this rule.

Note: all other email functionality would still work.
Answered 01/25/2010 by: GillySpy
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Just to clear this one point. If the "new ticket via email" is not checked then user can email a new ticket request to kbox.
Answered 01/25/2010 by: kdasanmartino
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I tried to test the comment selection on the email on events screen.
I turned that on and created a ticket. I did not receive any email.
I opened the ticket and added a comment. I did not check the "owners only" box. I still did not receive an email.
So my question is does email work for all the queues I have setup? Or only the first one?
Answered 01/25/2010 by: kdasanmartino
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Your methodology is not a real-world example. I understand why you are using it though. Let me explain (and please correct me if I am mistaken)....

In a real-world example would have the submitter send in a ticket (Mrs. X) and an owner pick it up (Mr. Y). Here you only have Mrs. X.

Because of customer demand...since version 3.0 if KBOX can tell who is making the change AND that change is made via the webUI then we will not notify that same user by email about the change.

In the real world Mrs. X would make a change and Mr. Y would get the notification or vice versa (subject to email on events checkboxes)

Is that what is happening here?

If you wanted to get an email no matter what then you would need to use a rule to implement this behaviour.
Answered 01/26/2010 by: GillySpy
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I understand your example. But, that's not how we are using the ticketing system. For example: If Mrs. X calls Mr. B with a problem and Mr. B opens up a ticket and adds Mrs. X's name as the submitter to the ticket then would Mrs. X receive an email? Currently when a ticket is closed by the owner the submitter receives a closed notice from Kbox so I'm guessing that a ticket creation notice can also be sent.

Thanks.
Answered 01/26/2010 by: kdasanmartino
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It is important that tests represent how the kbox will be used. I am glad that you are checking that.

Whether Mrs X. receives an email depends on a few things:
- Mrs. X has an email address
- outbound email is working (it must be working if closure emails are sent)
- If a comment was made then the event for "Any change" or "on comment" was checked
- If a status change was made then the event for "any change" or "on status" was checked
- so on and so forth
- The email queue is not stuck (closure emails bypass the email queue). You would have to call techsupport to troubleshoot this but a reboot clears most of these instances if you cannot call.

I have seen issues where the kbox does not register a comment "change" was made even though it was. You would have to open a ticket to troubleshoot this.
Answered 01/26/2010 by: GillySpy
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Gerald;
I just had a chance to test the email ticket function and it's working great. But, I do have a question.
In the configuration screen there is a check box under submitter that says "New Ticket Via Email". Even though it's not checked the submitter can still submit a ticket via email.
Is this is not check shouldn't it stop emails from opening tickets?


Kris
Answered 01/29/2010 by: kdasanmartino
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