KACE Product Support Question

Custom Website to Submit KACE Tickets

04/06/2017 642 views
I'm brainstorming on an idea and wanted to get some input.

I'm trying to come up with a way to use the KACE for our Employee and Branch Office Life Cycle Events.  I can easily do this using Processes.  The problem is between both life cycles, we have a total of 18 different events.  Each one requires a unique set of information to be collected.  Since KACE does not support dynamic forms, when submitting a ticket there is no way to accomplish this without creating 18 different queues.  Even with the 18 queues built, training users to submit the appropriate life cycle event to the appropriate queue would be near impossible.

So I thought, would it be possible to build a website that's basically a dynamic form that collects all the necessary information?  Then based on the information collected, an email is sent to the KACE that creates the corresponding process.

What I'm envisioning is I would build two Queues.  One for Branch Life Cycle Events (BLC) and one for Employee Life Cycle Events (ELC,) each queue containing all the custom fields necessary.  The user would fill out the custom website and the email generated from the website would then fill in the custom fields with the correct values.

I guess the biggest problem is from my research, there isn't an option to create a process from an email.  Is that still true?  If so, I guess that answers my question if any of this is possible or not.

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Answer Chosen by the Author

You are correct that you can't create a process via email but you can collect and submit data to specific fields with a form. When sending an email to a queue you can use variables that correspond to ticket fields. For instance:

That can at least help collecting the data easier. Someone will still need to manually change it to a process, however.
Answered 04/07/2017 by: chucksteel
Red Belt

  • I think this may work. Basically we would assign one or two internal support reps as "quarterbacks" for these processes. So when a new ticket is created via the website form submission, they go in and manually fire the corresponding process.

    Is it possible to assign submitter this way something like @submitter=UserXYZ?

    If so can I assign the ticket as the submitter even if they don't have submit permissions? This way the submitter can see the parent ticket but will not be able to submit a ticket to the directly to the queue without using the custom website.
    • The email address that the form submission comes from needs to have submit permissions, so yes, that should be possible. Even if you are using LDAP authentication you can create a local user on the K1000 and set the email address as the address that will send in the email. You can then grant that user the correct permissions on the queue to submit tickets.

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