I have set up my system so that when a new ticket is received by Tech Support, the return notification should go to my team to let them know a ticket is created. I set this up through the KB instructions on how to send to a user or group---I did not use the rules, just the category cc. When a customer sends an email to Tech Support, their return email telling them that a ticket has been opened is correct....it begins like this:

-----Original Message-----
From: [email=techsupporttest@ourdomain.com]techsupporttest@our[/email]domain.com
Sent: Tuesday, June 21, 2011 10:10 AM
To: submitter
Subject: [TICK:0114] [~162774]: Subject line of email

Dear Customer,

This company's Technical Support department has received your support request and has logged it into our tracking system. It is being assigned to a technician who will address your needs as soon as possible.

The email my team gets starts out like this:

Ticket Updated.
A change has been made to the ticket number indicated above.

----- Change by submitter at 2011-06-21 14:21:15 -----

Ticket Created
Tech Support: The body of the email is here.

I would like to have the email my team gets start out with 'Ticket Created' ...NOT say 'Ticket Updated. A change has been made to the ticket number indicated above'..and then have the rest of the information below it.

I cannot find this setting in the configurations setup at all....it appears the initial email to my team is the one in configuration for ticket changes and the one going to the submitter is for ticket creations.

If I change the ticket changes email to read ticket created, then when it is sent out because a change has been made to the ticket (which it does), it will not be correct.

Also...when a customer emails Tech Support and puts other people in the cc of their email, they (the ones who were cc'd) are not being notified of the new ticket number, so if they respond later with an update request or further information, it creates a new ticket because they did not get a ticket number email. I do not see anyone that is cc'd on an email added to the cc' within the ticket. I have a rule set up to automatically add me to that field so i am copied on all changes/emails, etc, however, how do the customers cc's get added? Also, when someone who was CC'd on the original email to Tech Support tries to go in and pull up the ticket, they get a message they are not authorized to view the ticket.

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I have realized that the first part of my question above is going to require the use of ticket rules where I can modify the email sent to my team as opposed as using category cc as the choice.
For the other questions--how to have cc'd users on email added to the ticket and how they can then see the ticket, KACE support sent me the following information
Brandy ,

1. a person listed as CC in a email does not automatically get added to a ticket , this also wont work with a ticket rule .

Page 34 of the service desk admin guide explains how to modify ticket attributes via email , to add someone to a CC via email you use the follow syntax in the body f your email .


2."not authorized to view the ticket" submitters can only view there own tickets , to view other peoples they would need to a owner in the queue or they need to given the admin role with this setting enabled > Grant read/edit permissions to users with an Admin role (admin portal only):

Let me know if you anymore questions.

I consider this issue resolved.
Answered 06/27/2011 by: TexasRose
Orange Senior Belt

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