KACE Product Support Question

Helpdesk Owner email notification

06/17/2015 1076 views
We have a new person that likely will need help on many of his tickets so I'd like to have any tickets assigned to him send both him and his mentor an email on assignment. Where do I go to set 2 emails and what verbiage do I use once I get there. 
K1000 Systems Management Appliance
Version: 6.3.113398
Model: K1100s
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  • How do you have it set up currently to notify the assigned ticket owner?

All Answers

Within the default functionality of KACE there are a couple of ways in which you may alert a second owner, maybe using the Ticket CC field in the ticket and a ticket rule that sets the Ticket CC value to the mentor when the ticket is assigned to the technician. However that may mean that other Ticket CC assignments get unnecessary emails.

I would maybe suggest creating a ticket rule that adds the mentor email address to a custom field (Hidden) in the ticket any time the owner is the Analyst. In setting that hidden value you can then select it as a data variable within the ticket rule and send a custom email to the Mentor and only the Mentor.

That way you get alerting for the mentor without disturbing the standard alerting functionality for other users within KACE.
Answered 06/18/2015 by: Hobbsy
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