I have a help desk setup in kace and it is set to receive emails from unkown users.  My issue is that everytime someone sends an email to that helpdesk and it creates a ticket it also creates a user in kace based on the email address it came from.  These users of course have no password set and cant log into kace but it's making my user list huge and hard to manage.  is there a way to still have the helpdesk set this way but not create all these users or am i out of luck on this.  

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KACE uses that feature internally, because we're always getting email from new folks. The database needs a user to associate the ticket to. You could potentially create a custom ticket rule to prevent the creation of the user, but I think it would have happened before the ticket is created. Therefore you could potentially create a rule to reassign the ticket and delete the user account that was created. This is really dangerous- I'm not recommending it, I'm saying it's possible. It's considered best practice to ignore them if you really need the feature for accepting mail from unknown users.

Answered 01/15/2013 by: cblake
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If they are actualy users in your environment and they haven't logged into the KBOX you might want to set up an import so the KBOX knows who they are from the get go and when they submit their first ticket we will associate it to the account in the KBOX already avoiding the whole email as their user name issue. 

Now, if they don't belong to your AD (contractors, vendors...etc) that is a different story but you wouldn't want them logging into your KBOX anyways. 

 

You can set up a one time import under Helpdesk > Users >Choose Action> Import users or you can have a scheduled import from Settings > User Authentication > and clicking on the alarm clock of the server you want to run the import with.

Answered 01/14/2013 by: nshah
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To create a ticket you must be a user. 

When you allow anyone to create a ticket then you are allowing anyone to be a user. 

I am not sure the reason for allowing unknown users to open tickets in kace. I've never run across a case where the reason seemed to outweigh the drawbacks. If they are legitimate users then make accounts. If they are generic tickets that need no response or tracking. Ie accounts then make one account for submitting them and have all users use this. 

Answered 01/14/2013 by: jdornan
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