KACE Product Support Question

Add "-+-+- Please reply above this line to add a comment -+-+-" to custom ticket rule

09/26/2016 4646 views
When using the out of the box "Email on Events - Comments" an email is sent to the submitter. This email includes a function that allows the submitter to type a response above the "-+-+- Please reply above this line to add a comment -+-+-", that response goes directly back to the comments section of the service request. Does anyone know how to add this function to custom rules?
Answer Summary:
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  • Have you already consulted with Kace Professional Services by any chance? This could be something doable from their end. You could contact them since as I understand they do free consultation.

    The matter here is that the task seems to require specific Knowledge and access from Development. The Kace Professional Services email is remoteconfig@kace.com

Answer Chosen by the Author

I'm assuming that you already have a custom rule in place to email the submitter.

Step 1. Add that line to the email template of the message being sent by your custom rule.

Step 2. Verify that the subject of the email contains [TICK:$ticknum] where $ticknum is the name of a column returned in the select statement with the ticket ID. [TICK:$id] would probably work, too as most rules have the ticket ID in this field.

Answered 09/27/2016 by: chucksteel
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