I have recently successfully setup our appliance ticket system to create and update tickets via email, BUT we discovered if the user do not have a login with our KACE K1000. Then s/he cannot reply to the email for the ticket to be updated.

These are all internal users, and not everyone at the moment have access to KACE Service Desk yet. Therefore, everyone that we are CC'ing is from our domain.

Is there a way to allow anyone to update the ticket via email regardless if s/he have a KACE login?

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Go to Service Desk Tab > Configuration > Queues > Specific Queue.

Check the "Accept Email from Unknown Users" checkbox and save changes.
Answered 12/08/2014 by: h2opolo25
Red Belt

  • Thats what I would do if you haven't already turned it on the world. But you could alway create a AD Group and then using that AD Group setup the Queue that way.
  • I do see the option, but when I hover the mouse over it. It would not allow me to enable it. The pointer turn into a red circle with a cross over it.

    Updated: I figured it out. I have to check "Allow all users as submitters" then I can enable "Accept email from unknown users".

    Thanks for the help guys! I will mark this as answered.
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