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KACE Product Support Question


Kace Ticket Rule to assign Category doesn't result in default owner being assigned

07/27/2017 1011 views

We have a KACE ticket rule that looks at the ticket title and assigns a category based on keywords.

Example: When title contains broken and printer then assign the category 'Device::Printer'

This rule only selects tickets that are set to our default category of 'Not Assigned' and this category has a defualt owner of 'Unassigned'.

Once the rule runs it assigns the category but the associated default owner is left Unassigned. After you go into the ticket that has been modified with the Keyword Ticket Rule and force a save the default owner is populated.

Is this a known issue? Any solutions/suggestions? Thanks!

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Basically your rule is running and setting the category, but the default owner associated with the category will only be set when the ticket is saved with the category set. So as such the ticket has not had chance to set the default owner until you save the ticket again. So as such this would be expected behaviour.

Answered 08/01/2017 by: Hobbsy
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