How to add time to a service desk request via email
We are looking to implement a quick ticket entry solution via KACE. These would be for walk ups, phone calls, etc. of which may only take a few minutes of time. Rather than opening and closing a ticket and entering in all of the fields, we wanted to auto create and close a watered down version. I was thinking a custom app that only had a few fields on it, and it would either generate an email with the necessary fields, or it would insert something into the db directly. Has anyone done this?
Is there a way to add time to a service desk ticket by replying to the ticket via email? I know there are other tags that you can utilize, @category, @owner, @status, etc. But I didn't see anything in the manual.
If not through email, could one insert a ticket directly into the SQL db instead of using the interface?
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Posted by: chucksteel 2 years ago
Interesting question. Because the work values are a special case, I'm guessing that you can't use the variables to change them. You could try adding a custom field that can be updated via email and then use a service desk rule to insert a row into the HD_WORK table as appropriate. Of course, you need to be careful when inserting rows, but it is certainly something that you could test.
Another option, depending on your environment, might be to create a separate queue for quick ticket entry. You could customize the queue with the bare minimum fields and only have a status of closed, so there's no need to open and close as separate actions.