Hey Everyone,


I work at a school district with many locations and thousands of systems.  I need to be able to force the "user" to include a location in their email so I can automatically assign a tech to their ticket and for that tech to receive an email as soon as the ticket arrives.


I have scoured the site but I hav enot come close to finding what I need.


Any help would be appreciated.

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  • From the KBOX perspective we can't force the email to have any characters as that is outside the product. Some alternatives if you are using the KBOX.

    Use user labels and a ticket rule based on that label would assign the ticket to the tech responsible for that location.

    5.5 offers single sign on so you can put short cuts on everyone's desktop to open tickets and have a required custom field that makes them select a location. Based on that you can have a ticket rule that assigned the ticket to the tech and send an email.
  • Yeah sounds like you need USER labels or MACHINE labels and then rules to assign based off of that.
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I haven't used Kace before so unfortunately I am not sure on ticket creation for the system, however if the Emails your referring to are generated through exchange and sent to the Kace system could you not apply an enforced company disclaimer with office/local inserts.


Answered 09/04/2013 by: mitchl
White Belt

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