Hello, we have setup our KACE helpdesk where when a new ticket is created, an email notification is sent out to the ticket submitter acknowledging the ticket, and an email is also sent out to the ticket owners. We found out that, when a user\ticket owner replies to the email notification sent to them coming from KACE, a new ticket is generated, which is something we don't intend to do. Is there a way to prevent this from happening? Thank you very much for your help.

 

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If they are responding to the email that has the ticket number (TICK:xxxx) in the subject line, it shouldn't create a new ticket. Check to make sure that the email that goes out has this in it.

If they were copied on the original submission to the service desk and respond to the service desk address, it will create a new ticket.

Check to make sure the creation email has [$ticket_number] $ticket_title in the subject line.

Check here: Service Desk>Configuration>Queues>your queue>Email on Events: [Customize Emails]>Email Ticket Creation Acknowledgement

Answered 09/11/2012 by: jknox
Red Belt

  • Hello jknox, thanks for responding.
    Yes, they are responding to the email that has a ticket number [TICKET:xxxx] in the subject line, but somehow, KACE still interpret this as a new ticket request and creates a new ticket. I've just tested it and that's exactly what is happening still.
    I've also checked the creation email and verified the there is [$ticket_number] $ticket_title in the subject line. (it is there...)
    Any other thoughts? Thank you jknox for your help.
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  • If that's the case, gather proof of this and open a support ticket at https://support.kace.com
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