KACE automatically create a quarterly\yearly ticket and log to a specific category.
For Audit purposes we need KACE to be able to create both quarterly and yearly tickets.
If that is possible then the quarterly ticket will be a Software and the Yearly will be a Hardware, so can the automated ticket be created to route to these categories, as these categories have a default owner.
Thank you.
Answers (4)
This is not a complicated task.
Go to Reporting | Report Schedules and create a report (does not need to be filled == can be empty) schedule.
In the Message field you can configure the owner, category etc as you like. (see here: https://support.quest.com/technical-documents/kace-systems-management-appliance/13.1%20common%20documents/administrator-guide/229#TOPIC-1977058 how to use the "@"-Statements to automate email ticket config to use @category=Hardware to open a ticket in Hardware)
Schedule it as you like (directly as CRON is also possible)
You are now sending the fitting tickets directly from the KACE to the KACE.
Yes, you need to allow emails to the service desk from the email you are using there.
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Hi Nico,
Quick question? Does the email address used for sending the reports have to be different from the email address for the queue?
Reason I ask is we only have one queue (support@mycompany.com) and I just used the same email address for all notifications. I recall a while back I tried to create a weekly alert of all servers running low on disk space and the send the report to support@mycompany.com. The K1000 never processed any messages from support@mycompany.com. - JordanNolan 11 months ago
Top Answer
Hi Nico, Thx for the reply. Where is the option to populate the Category?
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see this list what you can change and how: https://support.quest.com/technical-documents/kace-systems-management-appliance/13.1%20common%20documents/administrator-guide/229#TOPIC-1977058
your screenshot should fill the category with Hardware. - Nico_K 11 months ago
There is no option to populate the category, Nico suggests that you use the report schedule engine to create tickets by emailing reports. If you want them to be assigned to a specific category then I suggest you make the Report name very specific, maybe include a code like "xoxox" as you will need to create a ticket rule to look for that text in the ticket and then apply the categories that you want.