1st scenario: if a user emails a ticket, i get it in my service desk, i get email, and the user gets email correspondence for that ticket. BUT WHEN A USER SUBMITS A TICKET IN THIS WAY, THE USER CANNOT SEE THAT TICKET WHEN THEY LOGIN TO THE USER CONSOLE... 

2nd scenario: if a user submits the ticket via the user console; i get the ticket, and the user can see the ticket in their user console. BUT WHEN A USER SUBMITS A TICKET IN THIS WAY, THE USER DOES NOT RECEIVE ANY EMAIL CORRESPONDENCE.... 

It's been too long since i've messed with the pertinent settings here, so I'm looking around the appliance and not sure or not seeing what's causing this. I think this is something simple, but i'm just not seeing it. 
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  • 1st Scenario - if that uses account didn't exist in the Settings > User table before they sent in the email, then it was created under the email address as the user name. if they then logged in with their AD credentials, those would be separate accounts in the KBOX and they wouldn't see the ticket they emailed in. Unless you change the submitter to their AD account under Submitter within the ticket.

    2nd Scenario - the system won't send out an email confirming receipt if they open the ticket in the GUI. When emailing it in, the system confirm it got it but if done in the GUI, there is no need to confirm to the user the KBOX got it, they created it in the KBOX. You can of course create ticket rules...etc that would do that but that would require custom SQL. I think there are a few of those in ITNINJA as questions asked by others that you could search for that might assist
    • OK, Lets lean in more on the '1st scenario'.

      Here are some notes.
      *All users are LDAP imports via the schedule under Settings>user authentication
      *I just updated it recently because i had to make changes in my domain forest that forced me to improve my ldap seetings in KACE.
      *I'm noticing something ----
      I found that if a user logs into the appliance, it's creating a duplicate account of that user separate from the imported ldap user.... why is this happening? this seems likely as to why i'm having the ticketing discrepancy i'm having.
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Answer Chosen by the Author

My guess is that you are importing and mapping to the display name for the User Name field instead of samaccountname.. It should look like this if you set up the import.

See attachment in answer.

Answered 05/19/2016 by: nshah
Red Belt

  • that cleared it right up, thanks.
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