Hi -

We're not quite ready to let all users email in their ticket requests, but we do want to send them an 'open' and 'close' email from the Service Desk. The 'open' and 'close' email we send them do not have the [TICK:000] format.

Should they decide, for whatever reason, to reply to our email, is there a method of preventing new tickets from being created? Is there some magic symbol to stick in the subject or email body that can prevent this? These are users who are imported in to KACE as potential ticket requesters, so they are 'known' to KACE.

I could write a rule that would delete these tickets automatically, but of course that'd just generate more email to the user, lol.

Cheers,
- Allen
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There is no way for the kbox currently to track if a comment is related to a previous one without the [TICK:xxx] in the subject.

Could you add the [TICK:xxx] format to your templates?

Do you want them to be able to reply to ticket emails that are not related to open and close? If not (meaning you don't want them to email in at all) then could you set the alternate helpdesk address to a dead end mailbox on your mailserver? Not one that would generate an NDR just one that wouldn't do anything at all. e.g. [email=noreplay@yourcompany.com]noreply@yourcompany.com[/email] Your emails should then explain that replies will not be heard. You could even have those emails go to another queue / org where that helpdesk is neutered.
Answered 02/16/2011 by: GillySpy
Seventh Degree Black Belt

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