If the user emails the helpdesk and CC's their supervisor, I want the supervisor email to fill the ticket CC in KACE so that all comments reach them also. I believe this can only be done by SQL code in a custom ticket rule, however several others have stated that KACE drops the original ticket CC information. See here-> http://www.itninja.com/question/email-owners-with-unassigned-updates-and-cc-all


However here--> http://kace.uservoice.com/forums/82699-k1000/suggestions/2056235-taking-cc-information-on-inbound-email-and-adding  seems to indicate that this is possible, but for some reason much more difficult than it should be.


Any ideas?

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  • This feature is now added. Once you are in the Service Desk go to Configuration and then Settings. You should see an option to select a check box to have anyone that is CC'd on email to be automatically CC'd on Ticket.
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Nevermind folks. I got an answer from KACE.
This is from a tech with the KACE remote service team:
"In the current version of the K1000 "6.3" CC'ed email addresses do not get analyzed , meaning we are not able to add them to the ticket not even with a ticket rule , in the next version of the K1000 "6.4" it will have this feature built in , there is no release date for 6.4 but I can say it's not to far away."

Answered 07/31/2015 by: jklay
Senior White Belt

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I'm running 6.4.120822 and this is still not the case. Is it something I need to change for this to happen? I see I can add users to the CC'ed field but we want it to populate automatically with the users that are already CC'ed in the email chain. Is this possible?
Answered 11/08/2017 by: tallen1
White Belt

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I'm running 6.4.120822 and this is still not the case. Is it something I need to change for this to happen? I see I can add users to the CC'ed field but we want it to populate automatically with the users that are already CC'ed in the email chain. Is this possible?
Answered 11/08/2017 by: tallen1
White Belt

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