I am in the process of setting up the KACE Helpesk for our company. We have a main queue where all the tickets come in and secondary queues for different types of issues. I managed to move the tickets from the main queue to the appropriate secondary queues (http://www.kace.com/support/resources/kb/article/using-helpdesk-ticket-rules-to-transfer-tickets?&pdf=1). However, in the secondary queues, the rules I have set to trigger 'On Ticket Save' do not get triggered. I'm assuming the tickets are not "saved" when the ticket is moved from one queue to another. Is there a way to get this to work? I would rather not use the 15 minute interval as it would slow down the response of the helpdesk and IT Staff making the product insignificant.

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  • I know this is an old post and I am sorry to resurrect it, but would you be able to post the update rule you have in the main queue for this please?
    Basically when the ticket moves from one queue to another, the category does not follow even though the 'Other' category exists in both queues for me. That is why the rule does not run. I cannot find a update statement that will update both the queue and the category so I am wondering how you did it to see if maybe I can modify it. Thanks in advance!
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The workaround that worked for me in the end is to perform the 'On Ticket Save' Rules in the main queue before moving tickets to the secondary queue.

Answered 02/26/2014 by: IT-Coop
White Belt

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Take a look at http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket.  That might help with your situation.

Answered 02/26/2014 by: grayematter
Fifth Degree Black Belt

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