I am in the process of setting up the KACE Helpesk for our company. We have a main queue where all the tickets come in and secondary queues for different types of issues. I managed to move the tickets from the main queue to the appropriate secondary queues (http://www.kace.com/support/resources/kb/article/using-helpdesk-ticket-rules-to-transfer-tickets?&pdf=1). However, in the secondary queues, the rules I have set to trigger 'On Ticket Save' do not get triggered. I'm assuming the tickets are not "saved" when the ticket is moved from one queue to another. Is there a way to get this to work? I would rather not use the 15 minute interval as it would slow down the response of the helpdesk and IT Staff making the product insignificant.

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The workaround that worked for me in the end is to perform the 'On Ticket Save' Rules in the main queue before moving tickets to the secondary queue.

Answered 02/26/2014 by: IT-Coop
White Belt

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Take a look at http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket.  That might help with your situation.

Answered 02/26/2014 by: grayematter
Fourth Degree Black Belt

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