I'm trying to make a Ticket Rule that reads the Ticket Summary and replaces the Ticket Submitter Field with what was read.


I am trying to make a Ticket Rule that reads the summary of the ticket and pulls out an email address.

Then I want to have that email address be used to replace the Submitter Username of the ticket itself.

The email address will be denoted with a preceding and proceeding indicator text, so something like |:johnsmith@email.com:|

I know I have to read the summary and then pull out the email address with the indicator text attached, then remove the indicator text so only the email remains. Then just replace the Username of the submitter with it.

How would I read the Summary text and manipulate it with SQL?

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Answers (2)

Posted by: Hobbsy 1 week ago
Red Belt

So I think you may run into a whole heap of stuff here, as the HD_TICKET table links to the USER table via an ID, SUBMITTER_ID, so the data that is displayed i.e. the Username is actually taken from the username of the submitter as it is shown in the USER table, so the login id used by the user.......

So in trying to replace the User name with the user email you would be trying to overwrite the credentials used by users to login to KACE, so as a guess, that's not going to work.

Here's the question......what are you trying to achieve, what is the situation or challenge that you are actually trying to resolve, as there may be a better way to handle this in KACE?

  • So the entire situation is this:

    I have a form which when it receives a submission, it will send an email to KACE to create a ticket. The issue is the ticket is sent by a generic email account rather than whoever submits the form. This is something I can't change as the form can only send from one email account and can't send on behalf of another account.

    I'm trying to have a KACE rule be run whenever a ticket is submitted to basically swap the generic email address with the actual user who submits the form. I was thinking of having the actual user's email address to be added into the title of the ticket to simplify the KACE rule. - clowninja2021 1 week ago
Posted by: Hobbsy 6 days ago
Red Belt

So if the firm is submitted from a generic email address and you are able to capture the actual email address in a field, you could use the @ codes to insert the actual email address into a custom field on your ticket form. From there you just need a ticket rule to lookup the user.Id for that email address and set the submitter ID as that ID

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