KACE Product Support Question

Submitting Tickets via email in Kace Service Desk, is there a way to set the priority from the initial email that generates the ticket?

01/28/2013 7140 views

I've browsed the forum and can't really find an answer to what i'm looking for. I want the primary way that my users submit tickets to be email as this is an industrial setting and my end users are not very computer savvy. That being said I need a VERY easy way for them to set the priority of the ticket they are submitting via the inital email. In a previous helpdesk software i've used, sending an email with the priority of the email set to high would elevate the priority of the ticket, this would be the preferred method for this as I can easily tell someone to hit the red exclamation if the ticket is urgent. I'm open to other options as long as they are super simple for the end user.


Thanks in Advance,


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I know this is an old post, but you might be abe to do this programming with an InfoPath form.  I know it can be done with a form on SharePoint as well (or any Intranet that your company might have).  I couldn't figure out the programming for you though.

Answered 01/07/2014 by: daniel.wertz
White Belt


You should be able to use something like: @priority=High

It's covered on p.44 in the service desk admin guide: http://www.kace.com/support/resources/~/media/Files/Support/Documentation/K1000/v54/K1000-Service-Desk-v54.ashx

Answered 01/29/2013 by: jknox
Red Belt

  • Thanks for the reply, I was hoping for something more automated as I'm not sure my user base could do that.

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