Service Desk Title Location Label

I am looking for a way to have the location of a user (from AD) appear in the subject line when emails are sent to the service desk. This would make it easier to view the location of where the ticket came from in the ticket list view. Is there a way to make this happen via ticket rule? I already have the attribute for the state/province being pulled into the users account in KACE. I just need a way to make it appear in the subject when a user submits a ticket. The location shows within the ticket, but I could not find a way to make it visible on the ticket list page, so this was my next thought.

Any help is appreciated! 

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Answers (2)

Posted by: Hobbsy 2 years ago
Red Belt

You will need to do this by ticket rule and in SQL concatenate the new title with the location value. I would suggest also insert a special character or preset text i.e. Location: so the rule only runs when that text is not present, in other words only updates new tickets ;o)

in theory though, if you are on single queue view within the SMA, you should be able to click the cog and add any custom fields i.e. your location field to the list view, but it will not work on a multi queue view, unless that same field is in every queue.

i hope that helps

  • Thank you for the response. Regarding your second remark, the custom field would have to pull in the location, right? So would I need a SQL statement in the custom field?

    Thank you! - rruhl 2 years ago
Posted by: Hobbsy 2 years ago
Red Belt

That is a whole other conversation, to get a location value in a Servicedesk field. So if you want a drop down with all your location values from which someone selects the correct value, then you will need an sql statement in the custom field to display the location values.

If you want the location associated with the submitter to be auto populated in the custom field then you will need a ticket rule to populate the value from the user table into the custom field.

Hopefully that makes sense if you need any help with that feel free to contact me and we can set up a call

  • Hi Hobbsy, the ticket rule is more so what I am looking for. I want the location of the user to be auto-populated in the ticket, as well as the ticket list layout. We do not have a test appliance setup yet, so I did not want to break anything in testing my syntax. If you are willing to hop on a call, that would be super helpful and much appreciated! - rruhl 2 years ago

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