KACE Product Support Question

Service Desk Rule to Automatically Change Queue Based on Comments Text

06/27/2017 797 views

Our KACE admin is snowed under at the moment and I kinda need a quick answer on this one....

We're deploying the new Sophos Cloud endpoint agent on our machines, and when the new agent detects a problem or virus etc. it emails everyone who is setup as an admin/helpdesk user in their portal. There is no method built in to target alerts to specific admins based on the computer's location so I'm trying to improvise....

I attempted to use Exchange Hub Transport rules for this but they don't work as we need (even opened a Pro Support ticket with Microsoft and they said no..), so I'm thinking maybe KACE can help. Here's my thinking:

I'd like to create a separate queue for Sophos only, add this email address to the Sophos portal as admin, then when an alert is sent out to everyone this queue gets it too. I'd then create an Exchange Transport rule that bins all incoming emails from the cloud portal except for that queue. The queue has a custom rule on it that looks at the "Comments" box and matches part of the hostname that Sophos includes in the email to one of a predefined list. Based on which one it matches, it will then move the ticket into the correct queue.

For Example:
Hostname: UKPLEWS7893
KACE matches UKPET with the hostname
UKPET is our Peterborough office, so KACE moves the ticket into the Peterborough IT Team's queue

Anyway, I had a look at the custom rule wizard and got lost, then got even further navigationally challenged when I looked at the raw SQL bit...

So if anyone has any ideas please do share.

Thank you!


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All Answers

If I understand your requirement I think it may be possible, but your will need to use a case statement within the ticket rule to then set then set the value of the queue ID. But I think it would take us a few days to work that through, please feel free to contact me directly so I can make sure that I do understand and I will be able to show you some examples etc
Answered 07/03/2017 by: Hobbsy
Red Belt

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