KACE Product Support Question

Assign ticket to technician who replies

03/04/2015 1648 views

Is it possible to assign a ticket to a technician when he replies to a ticket?

we have this rule setup so that when a ticket comes in it emails our IT department, and I want to see if it is possible to have the ticket assigned to the technician who first replies back to the ticket?

Also is it possible to have kace auto assign the asset the ticket comes from? Is kace able to see the IP address or the hostname of the workstation the ticket is emailed from and assign the ticket to that asset from inventory?

Thank you in advance
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All Answers

Yes, it should be possible to update a ticket to have it assigned to the first technician that makes a change. You would need to create a rule that selects tickets without an assigned owner and then update those tickets to set the owner_id to the user_id of the most recent change in the HD_TICKET_CHANGE table for that ticket. At least that is how I would handle it. Do you have MySQL experience?

Email clients do not regularly include the IP address of the sending machine, so KACE could not assign the asset based on the sending computer. If you use a web form to submit tickets then you could include this information in a variable that is sent to the ticket, but standard email won't allow for this. Unfortunately, KACE doesn't even allow for processing the header information from emails so even if the IP address were included in the headers a rule could not act on that information.

Answered 03/04/2015 by: chucksteel
Red Belt

  • I have some SQL experience, so you have a basic script already that could do this that I could work from? Thanks
    • I checked through my rules and I don't have any that assign an owner automatically. If you haven't already setup MySQL Workbench or a similar tool to look at the database I would highly recommend doing that. You will only have read access to the database but it will really help when you get into making rules.

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