kaece 1000 - Add quick response to Tickets
Hi, is possible add some predefined text for IT Techs to respond tickets on Kace 1000?
I like close all tickets with the same Text and I waste my time writing or coping paste the same text on every ticket.
THANKS!!
I like close all tickets with the same Text and I waste my time writing or coping paste the same text on every ticket.
THANKS!!
2 Comments
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If you have a predefined text when closing a ticket, add it to the email that goes out to users when a ticket gets closed. Look at the specific queue at the rules for EmailOnClose. There's also the Customize Emails section in the Queue Config view that can help with that. - h2opolo25 9 years ago
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another idea would be to create a KB article you can select from the drop down that would add your text to the comments of the email and you can then save it. - nshah 9 years ago
Answers (1)
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Posted by:
k1000-chan
9 years ago
I tried this in my sandbox VK1000 and it works well if you use a ticket rule to to do this.
First, create a ticket status called "Close - Whatever You Want" In my case i used "Close - Lost Computer" as this happens allot with my users halfway through support tickets.
Next, create a custom ticket rule using the wizard:
Hit next and make a rule that will close the ticket and append the message:
On the next page for Frequency hit "On Ticket Save." Also make a name for the rule:
Now on the ticket you need to close select the status you made associated with the rule:
Now the ticket will auto close with the canned resolution you made:
Hopefully this gets you in the right direction.
Comments:
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Nice! Thinking outside the proverbial box. - h2opolo25 9 years ago
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In addition you can also append comments if you prefer, there is an option on the ticket rule page. I suppose it would also make more sense to use a custom drop-down field to populate the auto close selections to keep it neat. - k1000-chan 9 years ago
