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KACE Product Support Question


Queue where tickets can only be created via e-mail?

04/12/2016 1149 views

We have a queue setup for processing new users.  We also have a web form which generates an e-mail to create the ticket.  This setup is to help guide the users into selecting appropriate values etc - making a more targeted and user friendly interface for them. 

For this queue, I only want users to create tickets via this e-mail method, and want to restrict access to creating tickets directly in KACE.

Is this possible?

thoughts?

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Comments

  • Not from the GUI. You'd have to block their access by assigning them to a different label for submitter or not select a who can submit and leaving the checkbox for that in the queue unchecked. They can still log into the GUI but can't see the queue to send in tickets that way.
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All Answers

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What email address does the form use for the from address? If it is using a generic address then you could make that user the only valid submitter for the queue. That would prevent it from showing up in the KACE user interface when user's submit tickets.

Answered 04/13/2016 by: chucksteel
Red Belt

  • It currently sends from the user's e-mail address - and therefore assigns them as the submitter. If I set only a single valid submitter, would the other users be able to be assigned as submitters within the ticket?
    • No, not in the GUI. It may be possible to create a rule that would change the submitter after the fact, however.

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