Hello,

I was wondering how to set up signatures in the service desk portion of KACE?  When we reply to tickets, the user doesn't know who it is coming from.  If anyone has any ideas that would be great.

Answer Summary:
Using the configuration notes within the ticket email customization area, you can use the various symbols to pull in data for your email responses.
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We use this within the Ticket Change Notification area.  Works like a charm for us.  

 

--------------------------------------------

Current Ticket Owner (if any):

$ticket_owner_name 

$ticket_owner_email

 

Answered 01/14/2014 by: Jbr32
Tenth Degree Black Belt

  • When I add these it just creates one line. How would I skip a line to show the following?

    username
    username@domain.com
    • That is indeed strange, I just double checked our configuration and didn't notice anything special to add another carriage return. You may wan to experiment with the checkbox "use HTML/Markdown" in which case a simple <br> would do the trick. Note we added those lines in the "Ticket Modified" https://kbox/adminui/queue_templates.php?ID=<yourQueueIDGoesHere>
      • I tried placing this in the Ticket Modified rule, but didn't notice it on comments. What triggers the Ticket modified rule?

        Alternatively, I tried placing this on the Comment Submitted. It works, but when a user makes a comment it also adds the signature of the owner.

        What would be the nest way to accomplish this?
      • Send me a direct message, perhaps we can do a quick remote session to sort it out.
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