KACE Product Support Question

Insert KB article in ticket based on Category picked

07/11/2019 196 views

I would like when a client or our Help Desk picks a particular category and KB article gets put into the comments of the ticket automatically.

Has anyone done this or have any ideas if this could be done?

We are on latest version 9 of the K1000

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Ironically a manual version of this is exactly how KACE Support used to operate.

Probably the only way to achieve this will be with a ticket rule that runs and identifies the category and then pastes an associated KB Article text into the comments. Issues to watch out for would be:

a, you would only want this to run once, not constantly, so you need to set a lock field to prevent constant emails

b, You will only be able to provide a single article per category

c, you may not be able to take advantage of HTML Formatting

Answered 07/16/2019 by: Hobbsy
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