/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


If a user creates a help desk ticket, can we get it cc'd to their manager?

04/10/2018 1067 views
We have users that seem to create help desk tickets when the wind changes. Was wondering if there was a way to get the manager to approve the tickets the user puts in.
0 Comments   [ + ] Show comments

Comments


All Answers

0
You will need to build a Custom Ticket Rule in order to do that.

Here are some basic examples:
https://support.quest.com/kace-systems-management-appliance/kb/111222/how-to-notify-any-user-or-group-by-email-when-a-new-ticket-is-created

I suggest trying them in your Sandbox environment, not in the production one.

You will need to be connected to the KACE's Database, in order to understand how the tables are organized, and where's the value holding the Managers_Name attribute for Users.
see:
https://support.quest.com/kace-systems-management-appliance/kb/114992/can-i-access-the-k1000-appliance-database-using-a-third-party-reporting-tool-
Answered 04/10/2018 by: Channeler
Red Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ