/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


K1000 - Service Desk - New ticket notification with link to assign as owner?

11/30/2016 1493 views

Hello,

Has anyone created a ticket rule so that whenever a user submits a new ticket (either thru the portal or email), the helpdesk staff will get a notification (<-that part is figured out) AND in that notification there is a link that the helpdesk staff can click on that will automatically set him/her as the ticket owner. 

Something like:

To assign yourself as the owner for this ticket, click: http://kbox/adminui/ticket.php?id=99/assignowner?id=ssouserid

the above is just BIG guess, I'm sure it doesn't work that way. 

1 Comment   [ + ] Show comment

Comments

  • Link might be difficult but you can have them reply back to the email with the "@owner=" syntax as long as the owner filed is set to user modify

    do a search in the admin guide for @owner for more information.

All Answers

0

AFAIK there is no way to do the re-assignment from the URL. You can insert the link in the email by modifying your CTR like so:

Add this column to the "Select SQL" query
CONCAT('http://kbox.org/adminui/ticket.php?id=',HD_TICKET.ID) as ticketurl
Then include the variable $ticketurl in the email message
Answered 12/01/2016 by: JasonEgg
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