When our users email to create a Help Desk ticket, they receive a generic response automatically from the Kace 1000 appliance stating that a ticket has been opened. How can I include a link for them to click on so that they can track the case as it progresses?
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  • I am actually in need of an answer to this question too. Please assist. We have a generic response and we need to modify the text and I don't know where to find the rule/process.
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There is a rule configured to send this notification and it is either a system rule or a custom rule. In the Service Desk click Configuration, Queues and then select the queue in question (if you have more than one). Check the Email on Events section for enabled system rules. If those are configured then click the link to "Customize Emails" then find the template that you want to change. There are variables you can use in the messages and you can find them by clicking the ? mark in the upper right corner and selecting "Configure email templates".

If you are using a custom rule then it will be listed at the bottom of the queue configuration page. For those you can edit the rule and see the message template. The variables available for custom rules are dependent on the select statement that is the first part of the rule. Each column selected in the statement is available as $column in the email template.
Answered 10/06/2015 by: chucksteel
Red Belt

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