Change name of system rule generated ticket email?

Does anyone know if you can change the name of the "owner" of the system generated email so that when it sends it doesn't read:

----- Change by Unassigned at 07/02/2013 16:54:10 -----

We would like it to read "Help Desk" or even "System" , but unassigned is so vague and confusing to our users.


This is a rule based email that goes out after the ticket is closed. 


Thanks for any assistance.



0 Comments   [ + ] Show comments

Answers (1)

Answer Summary:
Summary is: Fee based professional services request from DELL KACE. Added this as a feature request on the KACE USER VOICE IMPROVEMENTS PORTAL http://kace.uservoice.com/forums/82699-k1000
Posted by: Jbr32 7 years ago
10th Degree Black Belt

Have you tried editing the queue customization (see the image below).  Perhaps if you set a default ticket owner as "Help Desk" that would eliminate the unassigned name showing up in the ticket change by description.  

  • Good idea - I will look at that. Thanks for the suggestion, and I will let you know how it goes. - jschu67 7 years ago
  • Unfortunately, this did not work. Also, when I changed the default owner on the new items that come in from "Unassigned" to a generic user name like "HELP DESK" it also breaks the "Unassigned" queue functionality (you know where you can see "active" tickets for a queue being all tickets for yourself and "Unassigned" - well it goes and puts the items, as you would expect, into a queue named Help Desk, and so sort of hides them from us.

    Plus, also, when I did get the system generated message, it still shows as

    Ticket Updated.

    The following action has been taken on your outstanding ticket:

    ----- Change by Unassigned at 07/12/2013 14:47:33 -----

    * This is an automated email from the Help Desk system.
    * **********************************************************
    * If you feel this ticket has been closed in error, or if you have new infor-
    * mation and want to keep the ticket OPEN, then please REPLY to this
    * email and the ticket WILL be reopened for you.

    Any other thoughts to get rid of "Unassigned" as the name for system messages? - jschu67 7 years ago
  • Sorry to hear it did not work. The only other thought I have is to contact dell kace and ask about custom programming. I hear they can fix things for a fee, not sure if this qualifies or not, nor do I have experience going through this route.

    Would adding some message to your clients help
    E.g. Unassigned tickets normally get assigned to a service tech immediately. Please feel free to reply to this ticket to add information and at which point the ticket is assigned the service tech will see it. - Jbr32 7 years ago
  • Been away on vacation - Thanks for further thoughts. DELL KACE support also suggested custom professional services as an option, but not sure it is important enough to us to pay for.
    Thanks anyway. - jschu67 7 years ago
  • Probably going to add a feature suggestion on the product improvement site. - jschu67 7 years ago
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