How is everyone else handling the owners only check box and contacting clients using the ticketing system?

There should be a separate place in the tickets for internal and external comments. We put technical info into our tickets, we put IP addresses etc. and you don't want that going to your client. I recently spoke with a support technician and was told that we just need to train our techs to be professional. It has nothing to do with being professional it has to do with you want to keep a paper trail and be able to use the ticket as a communication tool not only external to the client but also internal between techs. The email incident at the top of the ticket instead of using the hidden Kbox email it uses the technicians personal outlook account; so once our clients get hold of that email address they no longer open tickets or call the Help Desk they email the technicians directly. Our clients were upset that in our old ticketing system we didn't update them on certain items and with Kace we thought we had that ability and have been telling clients this but since it all is hinged on a check box we are not able to use this feature.

Very disappointed in how this is configured and also disappointed that the resolution from support was train your technicians to be more professional.
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Hi Scarpent,

Have you considered using a ticket rule to control this.
You can create a ticket rule to detect on ticket save when a ticket has a new comment which is not owner only.
You could then make the result of this ticket rule be to email the submitter with the details in that comment.
This would be sent from the queue's email address.

Does this sound like what you're trying to achieve?

-Dave
Answered 09/05/2011 by: davids
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It is but here is the problem. I have 20 students who staff our Help Desk. They get busy answering the phone they input comments into a ticket and forget to check the owners only box. The comment goes to the client. I recently had a full time tech put a communication into the ticket that a faculty member needed training and did not check the owners only box. The faculty member was emailed and went through the roof that we would suggest they did not know what they were doing. That's the problem because it is too easy to get in a hurry and forget to check the box or someone accidentally uncheck it I am unable to use the email communication. This is really a strain on the technicians when asking the client for more information.

Not only do we need to use this tool for internal comments but also external. The simplest comment of this was not a technical error but a user error or user needs training would send some of our faculty through the roof.

I am really disappointed that I can't find a way to make this tool work and that tech supports only answer was train your staff.
Answered 09/05/2011 by: scarpent
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Hi Scarpent,

I can understand your issue here. I work in an help desk environment myself and I know how stressful it can be at times.

I guess overall however, if you plan on using the comments section to record comments which are both for internal and external use, you need to be able to identify which ones are internal and which ones are external. For the comments section, to do this is by clicking the owners only button.

I really would like to help you in creating a better automated system for this with a ticket rule, but to be able to achieve this you do need to have some way of identifying what is internal and what is external.

Maybe a solution could be to use a custom field for internal notes on a case, and use comments for notes which the submitter can see.

What do you think?

-Dave
Answered 09/05/2011 by: davids
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The KBOX is much more powerful than it appears out of the box. Ticket rules make its capabilities seemingly endless. For instance, you could use two separate queues to accomplish your goal. Rules would automatically generate a 'mirrored' ticket and associate between the queues. Your techs would have a "tech ticket" and a "user ticket" for the same issue. Since they would be in separate queues, you can control email updating independently of the other queue. There would then be no need to use the "Owners Only" checkbox.

You may also be able to use a simple variable declaration to create an "Owners Only" comment via email. Try adding @OWNERS_ONLY=1 at the beginning of the email. I haven't tested this, but it's worth a shot. Since the field is not in the HD_TICKET table, it may not work - I'm not entirely sure about how this functionality works behind the scenes at this time.

Those are just two of the possible solutions, but I'm sure there are several more. Don't give up. I have yet to find something that is "impossible" with the KBOX. The solution may be a bit unorthodox, but it will work.
Answered 09/06/2011 by: airwolf
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Here is what we are looking at. It would be better if the owners only box was checked by default that way you would have to make the extra effort to uncheck the box if you wanted communication to go to the client.

Is there a way to capture the resolution text and have it save to the comment section of Kbox on ticket save with a rule? This way we could put our comments into the resolution box and use that as a way to communicate using the auto email but would want a history of this so I would need to have it when changed our udpated copy to the comment section, along with saving in the resolution text box?
Answered 09/07/2011 by: scarpent
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You could definitely write rules to do that. The resolution field is TEXT type, meaning the max character size is 65,535. This identical to the Comment field in the HD_TICKET_CHANGE table.

As for checking "Owners Only" by default, I wish this were possible too... but it is not.
Answered 09/07/2011 by: airwolf
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In addition to what Andy's said, you could also write another ticket rule to automatically set each new entry it detects the ticket has made to the HD_TICKEt_CHANGE table as owner only when the ticket is saved.

Like Andy said in his previous post, the solution is a little bit unorthodox, but it should work.
Answered 09/07/2011 by: davids
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