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KACE Product Support Question


create a ticket that has a delay in showing up

08/05/2020 111 views

Is there an easy way to create "say" a ticket to have a PC cleaned but it doesn't show up until next week?

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Community Chosen Answer

1

If you are well-versed in Linux or at least know enough to be dangerous, you're welcome to use the solution I came up with to meet this very need.  It's a combination of cronjobs, the mail program, and shell scripts.

In linux, do crontab -e to edit and add the following (change the /PathTo to match the actual path to the location) :

0 6 * * 1-5 /PathTo/AutoTicket/DailyTickets.sh >/dev/null 2>&1
0 6 * * 1 /PathTo/AutoTicket/WeeklyTickets.sh >/dev/null 2>&1
0 8 15 * * /PathTo/AutoTicket/MonthlyTickets.sh >/dev/null 2>&1
0 8 15 1,4,7,10 * /PathTo/AutoTicket/QuarterlyTickets.sh >/dev/null 2>&1
Reminder: Make sure you have the mail program installed and configured (you can run whereis mail to see if you have it or use your package editor).  For CentOS/Redhat, the package is called mailx.  For help with getting this set up, Google has a lot of good resources.

In each of these files, create a line for each ticket you would like to create.  For example, I created a DailyTickets.sh file using my favorite linux text editor:

echo "This is what will go into the Comment area of the ticket.  You can use the @ commands to automatically assign and do other things by adding it to the beginning of this echo command." | mail -s 'Subject or Title of the ticket' -r ThisIsTheFromAddress@yourcorp.com YourSupportTicketEMail@yourcorp.com
echo "Second Ticket to show that you just add a new line." | mail -s 'Subject or Title of the Second ticket' -r ThisIsTheFromAddress@yourcorp.com YourSupportTicketEMail@yourcorp.com

Also note that if you do not allow anyone to create tickets (such as you restrict it to users like I do), then be sure to create a user and add that From address to the e-mail so it will generate the ticket under that account (it's also useful when pulling reports).

Once you've saved the file, be sure to chmod +x FileName.sh so it can be ran.

To test it, just run .\FileName.sh and it should send out the e-mails accordingly.

This is something you will be able to use until Quest releases the ability to do this internally inside of KACE.  I'm sure it will be coming at some point because many users have asked for this functionality!
Answered 08/07/2020 by: RyanTech
Senior Yellow Belt

All Answers

-1

If you mean like a scheduled job?

https://www.itninja.com/blog/view/manage-scheduled-ticket-logging-with-kace-sma-servicedesk

Otherwise, no not really, other than creating an email to the Servicedesk and scheduling the sending in outlook to next week?


Answered 08/05/2020 by: Hobbsy
Red Belt

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