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KACE Product Support Question


Prioritize Ticket based on LDAP Query

04/09/2015 674 views
Wondering if it is possible to automatically assign a high priority to a ticket if it comes from a certain group in AD?  My organization only submits tickets via email, so if the submitter is a member of a certain group, can the ticket automatically get set for either a high impact value, or high priority?  We are running K1000 version 6.2.109330 right now but are planning on updating to 6.3 in 2 weeks.  I have no MYSQL experience, so any examples would be greatly appreciated.
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I don't believe that service desk rules can perform LDAP queries. If your users signed into the KBox web UI then you could assign labels to them based on LDAP groups and then create rules based on those labels. We are in the same situation where our users only submit tickets via email so assigning labels needs to be a manual task, unfortunately.

Answered 04/10/2015 by: chucksteel
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