Hi,

Can a user account have more than one email address in relation to tickets?

For example, we have users with multiple email addresses who send in tickets, causing KACE to create separate user accounts for each email address.  So the idea is to see if we can consolidate the email addresses under one account.

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If you go into Helpdesk > Users and click on a user account, you can specify multiple email addresses in the Email: field by separating with commas like this:

user@company.com,user@gmail.com,user@yahoo.com

I can't speak for getting this in via LDAP, etc, but it's most likely possible through an Asset import via a custom ticket rule. 

If nothing else, putting it in manually works fine.

John

Answered 06/14/2012 by: jverbosk
Red Belt

  • Would doing that result in notifications being sent to all of those accounts? I'm guessing that you would only want the notifications going to their primary account, and not all of them. We have also seen this issue when faculty submit tickets from their personal email account instead of the institutional account. It makes it difficult to track all of their tickets historically unless the Helpdesk is conscious of adjusting the submitter when it happens (which they usually don't do).
  • Yes, I tested and it sends emails to all of the accounts.

    Just out of curiosity, were the faculty members' personal addresses listed in the KBOX? This part I didn't test, but it would be good to know whether it does handle the submitter correctly if the email field is populated with the personal email accounts.

    John
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