I am trying to see if this is possible. Can I set up the service desk where a user can send an email to the email address set up for the queue and have it automatically generate a ticket? I have tried this, however, no ticket is generated. Any thoughts or ideas would be welcome. Thanks.
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Community Chosen Answer

If you're sure your labels are setup correctly and nothing seems to be wrong with your email stuff, then you need to test if KACE is able to send out emails to you.  You test this by going to Settings --> Support --> Run Diagnostic Utilities (below Troubleshooting Tools heading).  Select "Email Sending" from the drop-down menu and enter an email address you want to test it with. (see pic)

If you don't get an email, you've found your problem.  It gives you all sorts of diagnostic data to help you pinpoint what failed.
Answered 06/10/2016 by: iCanNeverThinkofaUsername
White Belt

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this is a basic functionality.
What went wrong?
Mostly you did not configure your mailserver correctly.
Here you can find the how to:

Another thing: the email was not allowed to open a ticket
(ie the user is not known in the helpdesk or not part of the userlabel which is allowed to open tickets)
this screenshot is from a 6.3RC2, so you don't have all of these settings (the important ones are circled, I don't want to get an unknown user opened a ticket via mail, so I did not check this box)

Only the users in the label U_FL_Request are able to open tickets via mail
Answered 02/11/2015 by: Nico_K
Red Belt

  • I'm pretty sure the mailbox is configured properly as we seem to receive all otter email notifications. The user I am testing it with is part of a userlabel as I can send tickets to the system manually just fine. I have also verified that the setting mentioned are checked.
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