07/24/2017 615 views
I just wanted to know if someone emails an to a certain email in Kace
Would it be possible to extract the information from that email and populate the ticket fields?
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  • For example if someone emails a ticket in to the Kace appliance. Would it be possible to have a ticket rule setup that extracts the information from the email and populates the required fields?
  • Would anyone have any examples they would be able to provide?

All Answers

this is what Custom Ticket Rules are for.
In addition there are different variables you can set in the email.
(like @owner=poor.guy@company.com sets the owner of the ticket directly to the user with the email poor.guy@company.com if no custom ticket rule overwrites this)
Answered 07/24/2017 by: Nico_K
Red Belt

Yes, provided that you can use standard SQL query functions to find and extract the information. There is only so much that you can do with SQL string functions for extracting specific data from text, however.
Answered 07/26/2017 by: chucksteel
Red Belt