Kace tickets via Formstack form
We use an embedded Formstack form in our Intranet that users completed for support requests. The submitted data is emailed to our Kace Service Desk. We have included an email field that is used as the "reply to". However the "from" line is firstname.lastname@example.org due to DMARC stipulations outlined here, Notification Emails (formstack.com).
This results in the "submitter" being set to email@example.com. In addition, the email "reply-to" in the email properties is true submitter's email address but Kace seems to use the "from" and not the "reply-to/Return-Path:"
The true submitter email is included in the body of the email based on data submitted through the form.
Since we do much of our communication with our clients via email, a new ticket notification email is never received by the person because the "submitter" for "from" is firstname.lastname@example.org.
If anyone is currently using Formstack or another similar intake form application for new ticket request, I'd be interested to know if you were able to work around a similar issue?
Thanks in advance.
I am not but it sounds like this is going to be a custom rule to search the body for the email and when found make it the submitter. Actually would be very simple.
That is one of the options we are currently exploring.
We are capturing the email address in the summary in a line similar to the below:
Requester UBIT Email: email@example.com
Details: need new computer for work
Haven't written any extensive SQL statements. Do you have any examples of how we might parse that data to extract the unique "name" from firstname.lastname@example.org and then change the submitter field in the ticket? - tjknab 1 month ago
I dont have your answer, but it would probably be a substring command.
Search substring of summary field. look for "@", count characters before and after
etc.. - barchetta 1 month ago