Email responses to KACE Service Desk Email not adding to existing ticket
I'm trying to use emails to generate tickets, but I'm hitting a couple of issues.
First, when I try to reply to an existing ticket email from the support email I am expecting this email to be added as a comment to the existing ticket. But the email is instead creating a new ticket.
Second, I'm trying to set certain values, primarily priority and category, using email variables (@category=<value-name>) as shown in the Admin manual, page 734. I include these variables on separate lines at the top of my email, but when I do no changes are made to the tickets I create or the tickets I try to update. I've made sure that the fields I want to edit are set to "User Modify" for the queue I'm working in, but it hasn't helped.
Thanks in advance for any advice!