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KACE Product Support Question


Ticket generation using Outlook 2010/2013

03/19/2015 2875 views

Hello,

I'm hoping that someone may have done this before so that I don't need to re-invent the wheel.  We've recently gotten our K1000 appliance working with email to ticket generation.  If we send an email to help@ourcompany.com our K1000 is able to generate a ticket with the appropriate fields for Submitter, Summary, Device, and History (or comment section).  What we are trying to do is create an Outlook 2010/2013 form/template that will allow our users to have two drop downs to what would otherwise be a standard Outlook 2010/2013 email.  The dropdowns would include options for "Location" and for "Priority".  The problem we are having is trying to get the custom menu items to drop into the body the corresponding "@Location=" and "@Priority=" statements.  Here is a little visualization of what we are trying to do

http://i.imgur.com/dQmweYc.jpg

I've been able to create a rudementary template in which I put the custom drop downs into the body of the email, but while it works its very cumbersome and none intuitive.  Its my understanding that Kace looks at the body of the email and looks for the @ tags to set the corresponding fields for the ticket.  We are trying to figure out how to pass @Location and @Priority into the beginning of the email so that our service desk doesn't spend as much time correcting/creating tickets. 

I'm hoping that someone has done something similar, or perhaps can point me in the correct direction.

Thanks!

André



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I can't find anything specific for 2010/2013, but I think you are looking for a combo box: https://support.microsoft.com/en-us/kb/290819
Answered 03/23/2015 by: jknox
Red Belt

  • That form I have is using either combo box or list box, but the problem I have is configuring it to pass the selection of the drop downs into the body of the email. Thats the part where I seem to be stuck.

    Thanks!

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