KACE Product Support Question

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

11/30/2016 1493 views


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


  • 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


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
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