Scripting

So sounds like your team specializes in something or is L2.   If no custom fields, maybe just have the tickets moved to your own queue.  You could also copy the custom fields if you have them when the ticket is moved with a rule.  

The queue I'm using is for all of IT so I can't control the Queue's default category.

I tried "unassigned", but that didn't work either. I also stumbled on using ASCII HTML codes such as   and  . They give me exactly what I thought I needed, but KACE still gives an error.

Result

@category=GIS:: 

"GIS:: " is an unknown value for"Category".

If the reason for this is to get the analyst to assign the correct category, why not create a category "New Ticket - Assign a Category" and use that, you can then run reports on which analysts still have tickets assigned to them with that category and use that to drive positive behaviour. The HD_TICKET table uses the Category ID in the HD_CATEGORY column so insists on having a number, it is not about text in any way.

Here is what I did.. I added a mandatory check box which is labeled "Verified Category is Correct".  This way they attest to it in each ticket.  Tried being nice and that didnt work.  I get it, when you are busy its easy to let it go and move on but reporting is tough.

I appreciate the feedback. The goal for me is slightly different because my team is secondary to the service desk. The IT service desk team would receive these tickets initially and need to assign them to my team via category, but they don't know which subcategory to choose. Since KACE requires them to choose one, I thought a "blank" would be easy for them and even easier for us when forwarding tickets to KACE with a simple @category=GIS::.

I thought about using New Ticket, New Request, or Unassigned, but we also have old ticket that pre-date these categories and they are all assigned the blank category. 

I think for now I will go with "Unassigned" and then keep trying to get the "blank" to work.

Thanks again...