/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


Can helpdesk respond to a different email address for the submitter rather than the username@domain?

12/03/2015 465 views
We have users outside our domain set up with a vpn to access our kbox.  We can set them up with users in our AD, but their email addresses are a different domain.  Is there a way to have a custom filed in the ticket for email address and have kace respond and interact with that email address to update tickets?
Answer Summary:
0 Comments   [ + ] Show comments

Comments


Answer Chosen by the Author

0
Yes. If their external email address is set in AD, then KACE will import that email address for the user. As long as there aren't SMTP restrictions on your KBox it should be able to email the user without any issues. We have a contractor with access to our KBox and that is the setup we use.

Answered 12/03/2015 by: chucksteel
Red Belt

  • I did try setting the Email field in AD to a different email address, but it still sent to username@domain instead of pulling from the Email field. Is there something I need to change in my helpdesk configuration?
    • Instead of changing it in AD, have you tried setting the email address in Settings, Users?
      • It did work!!! When I changed the email address in AD, I didn't wait for the users to be imported again to change the email field in KACE. When I went to change it in settings, users, it was changed already. Tried it again and it did send email to the other address! Thank you sooooo much!!!

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ