KACE Product Support Question

Is there a way to allow someone to respond to a new ticket creation notification via email before an owner is defined?

12/12/2017 548 views
When someone opens a ticket there is the initial email notification to members of a queue.  If we reply to that ticket initially until there is an owner it will create a new ticket.  Once the owner has been assigned comments the second notification ticket can be replied to.

Is there a way to reply to the ticket and allow the owners of the queue see the reply and have that ticket updated even though there is no owner of the ticket yet?

As an example we put a ticket # in the subject line of an email and because I was assigned the ticket I got a notification.

We would like someone to be able to do this and reply even where there is no ticket owner and just be able to use the ticket number to add to the ticket.

Does this make sense?  Is there a setting or some under the cover thing we can change to allow this to happen or just an out of the box configuration we are missing? 

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All Answers

It sounds like your ticket rules use different subjects. In order for the appliance to append new messages to an existing ticket the subject line needs to include [TICK:123345] where 123345 is the ticket ID. If you look at the subject line of a ticket notification after an owner is assigned it probably includes that, but the initial email does not.

Answered 12/13/2017 by: chucksteel
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