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07/24/2019 138 views

There is a limitation with the GUI and the front end of KACE. We would like to simplify this with something like a Power App where we have two buttons (I want something, Something is broken - default console only has one button) and then it requires the user to enter key information. Unfortunately because you cant format the ticket GUI in any meaningful way.

Has anyone done something like this.




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You can build a form that submits data to the service desk via email. We have done this for a couple of special use cases. Data can be submitted for fields using variables:

@category=Computer::Broken

@priority=High

Etc.

Be sure to send the email as plain text and place the variables at the top of the message. The email subject will be the title of the ticket.


Answered 07/25/2019 by: chucksteel
Red Belt

  • Thanks For that.... I guess it comes down to the lowest common denominator. What is the most likely user behaviour. e.g. if a user wants to open a ticket via email how do you ensure that they use the template email. I have asked our Office 365 guys if you could trigger the template based on the email address (in our case might be ServiceDeskIncident) which would take them to a template.
    • I wasn't proposing that the user submits a completed email template. The user fills out a form which is then processed and mailed to the service desk. In one instance, I created a form for instructor computers and placed a browser shortcut to it on the desktop. A professor could open the shortcut, fill out some quick information and submit the form. In the back end the website captured the machine's IP address, used that to query the SMA database to get the computer and included that in the email sent to the service desk. The user had no idea they were even submitting a ticket to the Helpdesk.

      In Office 365 you could use Forms to collect the data, then have a Flow that is triggered on form submission to send the email to the service desk.
  • Also, if you are going to use the @ symbols in incoming emails, you may want to contact support to get an "Undocumented bug fix" applied, as this functionality does not work in the latest release and has not yet made the Known Errors list. We banged our heads against that "Brickwall" for a few days, so hopefully you won't have to ;o)