KACE Product Support Question

Can someone tell me how I can setup KACE to automatically assign a Service Request to a technician?

05/07/2015 1898 views
Can someone tell me how I can setup KACE to automatically assign a Service Request to a technician?

Specifically I would like any new opened that has the keyword query, reports or registration to automatically get assigned to Andrew Campbell

Would someone be kind enough to send me whatever custom code I may need along with instructions on where to place that code? 
Answer Summary:
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  • Hi hobbsy, I appreciate your reply but this will not work for me since I am having the tickets generated via email so they all default to the same category. I need something in the email to flag it to a different category and then I can use the feature you are referring too.
  • Look at using Ticket Rules. You can define a ticket rule that if title contains 'Query' or 'Reports' or 'Registration' to change the owner to Andrew Campbell. Run the rule at ticket creation so it only applies when the ticket is created.
    Using Ticket Rules pg 580 of Administrator Guide
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Answer Chosen by the Author

The easiest way to do this is to assign a tech to the category against which the ticket is logged, this will mean that the ticket will be auto assigned. Otherwise you will need to build a ticket rule to identify the data you are looking for, and then assign the ticket to the technician. I would recommend if you use the ticket rule that you also change the status of the ticket when it is assigned i.e. Only run the rule when the status is "new" and change the status to "opened" to prevent the rule running again.
Answered 05/07/2015 by: Hobbsy
Red Belt

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