Help with closed tickets customization/adding resolution
Hi,
I know this has already been asked but the threads I've read didn't make much sense to me. Let me preface this request with this... we've only had our K1000 for about a month, so i'm still getting my hands dirty with it. I have seen a bunch of posts about this and writing SQL queries to do the job... I have NO SQL query experience and can't even figure out where to do that in Kace so unfortunately I need some pretty detailed steps on how to accomplish this.
This is what we would like our closed ticket emails to show...
Dear <ticket submitter>
Your work order for <ticket title> has been closed. Please contact help desk if you have any questions or need to re-open your work order.
<ticket #>
<ticket close date>
<ticket owner>
<resolution>
website link to our survey
website link to the kace ticket
Can anyone help me accomplish this in Kace? Thanks!!
Answers (2)
KACE has a template already for closed tickets that you can add informaiton to. Have you checked that out.
Service Desk > Configuration > Queues >(select your helpdesk)
Do not get in Edit mode
scroll down to the email on events link (near all those checkboxes)
modify the ticket closed email and there are extra variables on the right hand side that can be added to the body of the message.
Option two:
kace offers predefined rules in the kbox and one of them is on closures that you can modify again to what you need.
wow, i'm blind as a bat. I can't tell you how many times I looked at those variables and never saw the $ticket_resolution variable on there. jeez.
one other question... is it possible to use one of the variables as a hyperlink under a word like "click here"?
Comments:
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Just following up to see if the above is possible - j.hough_FNP 10 years ago