Service Desk Emails
I need to know if there is a way to have the ticket notifcations express tickets to do work. When we assign a ticket the tech will recieve an email notification. However, they get so many a day they don't look at them since some are just updates/closings/etc...Is there a way to tell the tech through email that he/she needs to work the ticket? Any ideas?
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Answers (5)
Answer Summary:
http://www.kace.com/support/kb/index.php?action=artikel&id=613
http://www.kace.com/support/kb/index.php?action=artikel&id=613
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Posted by:
GillySpy
12 years ago
I'm not sure what you are asking either, but this is one of our most popular faqs and is likely what you want
http://www.kace.com/support/kb/index.php?action=artikel&id=613
http://www.kace.com/support/kb/index.php?action=artikel&id=613
Posted by:
ronco
12 years ago
volcy,
You can create Custom Ticket Rules to do just about anything in your Service Desk. Could you explain what you're after in more detail? Perhaps an example? r2
You can create Custom Ticket Rules to do just about anything in your Service Desk. Could you explain what you're after in more detail? Perhaps an example? r2
Posted by:
airwolf
12 years ago
Use the link GillySpy posted, and make the subject line something recognizable (e.g. add "WORK THIS TICKET" to the beginning or something).
Posted by:
nshah
12 years ago
@GillySpy - this is usually the most asked about feature, outbound email. Any idea if KACE will be adding it as a default ticket rule that can be turned on. There are 5 in the KBOX already that can be turned on but this one would trump them all based on customer feedback. Everyone we talk to wants to set up outbound notifications on new emails sent into the KBOX.
Posted by:
volcy
12 years ago
@Airwolf - that is exactly what I'm going for. No one knows if they should work a ticket when checking their email. Not everyone logs into the ticketing system unless they have a ticket notify them.
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