KACE Product Support Question

Setup Kace to add note to ticket from reply email

05/12/2015 3120 views
I am at a loss on how to get this setup. 
I would like to get our K1000 configured so that when a user reply's to the automatically generated email they received whenever a note is added to a ticket, the reply email is added as a note to the ticket.  How do we configure it to do that?

Side note: in case the configuration involves the email server itself, we have a Hosted Exchange 2013 Email Server. 
1 Comment   [ + ] Show comment


  • If I understand correctly you are trying to allow the user to update the ticket by replying to the automatically generated emails from the kbox correct? Or are you trying to add extra information above and beyond what is in the email reply?

All Answers

If an email comes into KACE with [TICK:#] (where # is the ticket ID) in the subject line the contents of the email will be added to the ticket # as a comment. Make sure that your emails generated by KACE include [TICK:#] in the subject and replies should be added to the ticket. Our rules generate a subject that looks like:
[TICK:1234] Your ticket #1234 has been updated.

Answered 05/13/2015 by: chucksteel
Red Belt

  • Is this still a requirement for having reply emails attached to the ticket? We removed the [Tick:#] for aesthetic reasons but if this is still the functional way to make this work, I would like to change it back.
    • This is the only method of which I am aware.
      • Thank you. I believe it is still correct because I have not found anything showing otherwise, but I wanted to ask in case I missed something.

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