Changing Email submission for service desk

During the testing phase of using Kace as our service desk (before I started working here) it was set up to create a ticket sent in to ITsupport via email. The email then was the ticket but at the bottom the saying "This is still in it's testing phase" was appended to the bottom of the ticket. I cannot find where I am able to edit what is appended to take it out of the "testing" phase. Does anybody know where to locate this option. I have read the SAG and clicked every button I could but cannot seem to find it.

Any help is appreciated. Thank you.


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Answers (1)

Answer Summary:
Posted by: Nico_K 1 month ago
Red Belt

there are some guesses which can be causing this, since there are many opportunities to set up such things:
1. Custom Ticket Rules ( Service Desk | Configuration | Queues |<Your Queue> |  Ticket Rules  or Service Desk | Configuration |Rules )
2. Cast Emails (  Service Desk | Configuration | Queues |<Your Queue> | Configure Queue Email Settings |Customize All Emails )
3. Response Templates ( Service Desk |Response Templates )
4. Process Templates (Service Desk |Configuration |Process Templates)

I would look at first into the server log book where all changes are written down (if your company uses such things. If not, this is the time where you should start to use one)

  • The #2 recommendation was the path I needed. Thank you. We do have a change log but it wasn't as granular as it is now so it would mention configured email on KACE versus what path was taken to make that change. - rockdj 1 month ago

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