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KACE Product Support Question


Set Owner field to the name of the person starting the ticket

05/05/2017 618 views
Maybe I have missed how to do this -- but I want to make it so that when a person opens a new ticket in KACE, that it sets the Owner to that person's name instead of "Unassigned".

Can someone please enlighten me on how to do this?

Thank you!
3 Comments   [ + ] Show comments

Comments

  • Only at the time of the creation of the ticket and only if the owner was Unassigned? That means you never have non-owners create tickets? Do you ever use the email method to create tickets?
  • Sometimes non-owners create tickets, but even then, I'd still like it just default to that person's name and they can change it if needed.
    • If they aren't an owner then you can't set them to be the owner.
      • I guess I'm not explaining myself well.

        When I say "non-owners" I mean IT people who would be making a ticket for somebody else in IT. So everybody could theoretically be the owner. I just want the Owner field to default to whoever is opening the ticket.

        Much like how I can set the default Category to be whatever I want.
  • There isn't a good way to change the behavior of the UI in that way. You can have a rule that will set the owner after the ticket is saved, but I don't think that is what you want. In order to change the UI behavior you need to contact Quest professional services.
    • OK, thanks for the response! I was hoping that it would be something somewhat easy.

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