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Best Practices Question


Queue is e-mail enabled - can I have rules to prevent e-mails meeting certain criteria from creating a ticket?

07/07/2015 865 views

We are moving from a different service desk solution to KACE.  Being able to automatically log tickets from an e-mail is very important - and that is working fine - but there are certain e-mails that we do not want to have logged (i.e. meeting request acceptances).

Is there a way to set rules that prevent an e-mail from creating a ticket if it meets a certain criteria?

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There are no filters or rules that you can apply to a queue, when it comes to logging tickets from incoming emails it's pretty much all or nothing.

All I would  suggest is that you try and apply some rules to the incoming tickets to try and identify text that appears in those unwanted emails. Set something fixed like the category and use a ticket rule to close it pretty much straight away.

Thinking outside of the KACE tool the only other option would be to setup an outlook account for your incoming email address and set some incoming mail rules to filter the unwanted emails into a sub folder, KACE may not log the tickets in that case
Answered 07/07/2015 by: Hobbsy
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