KACE Product Support Question

Can the "from" line be changed to include the person who modifies the ticket

12/21/2017 598 views
In our previous service desk application, the "From" line from the emails that were generated included the person's name.
It looked something like this: John Smith via IT helpdesk (helpdesk@company.com).

Is this something that can be customized in the KACE service desk email?
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All Answers


Not in the "From" address.

If you look in the email setups for the queues and the appliance you will see that only account login information is available which means that you will either get kace_account_name@mycompany.com or the default Display Name if you are routing mail through Exchange or O365.

Would adding the Employee name to the subject on replies work?  You could create a customer rule to handle the reply emails.  It is a little more programming, but you can use the ticket variables in the emails.  Here is a link that might help get you started:


Answered 12/23/2017 by: JordanNolan
8th Degree Black Belt

  • Yes, we had already added the submitter's name to the subject line but if someone else responds, it keeps the original name of the ticket "submitter".

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