Reply all creates multiple tickets, how can they be auto merged?

Hello all who reads this! I'm new to the community and to KACE. However I've notice a bit of an annoyance where when our HD is CC'd on a group email and everyone reply's all we have multiple tickets created from these reply's. We then have to manually gather these emails and merge them to the main ticket. Is there a way to set up a rule that these reply's can go to the first ticket that was created or will we have to continue to merge them manually? 

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Answers (1)

Posted by: Nico_K 3 years ago
Red Belt

a ticket is opened if the appliance is not recognizing an old ticket.
This regulary happens if the [Tick: xxxx] has been changed or removed.

  • The thing is that when they select "Reply All" There is no ticket number in the subject line of communication, they are just replying to an email not the ticket that was generated. - Tunai 3 years ago
    • If the SMA Box reads a subject and [TICK:007] is missing from the subject line, then TICK:008 will be created with the email text. - Channeler 3 years ago
      • Correct, is there a way for the SMA Box to recognize either the subject without the ticket info or even the CC'd people so they go to the same ticket? Or are we stuck having to do this manually? - Tunai 3 years ago
    • ok, so they answer to the original email without TICK, which works as designed.
      To merge these tickets you would need to create a Custom Ticket Rule to merge.
      But the better way would be training the people waiting for the TICKET itself to answer. - Nico_K 3 years ago
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