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KACE Product Support Question


Tickets include what computer it was submitted from

02/18/2015 851 views
How can I configure our service desk to automatically include what computer the ticket was submitted from (where applicable)? I would hide this field from the end user, but it would be incredibly useful to us in terms of cross referencing our inventory.
Answer Summary:
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Comments

  • Whilst this works in the enduser console and tickets logged by email, it is also possible to create a ticket rule that populates the field when the tech is using the admin console, if you need it


Community Chosen Answer

1
Not sure what you mean. The ticketing system does that for you when a user emailed in a ticket or opens it through the User Portal. It picks the last machine the user logged in from as the device name in the drop down. 

If you manually open a ticket, then you would have to select it from the drop down yourself. 
Answered 02/18/2015 by: nshah
Red Belt

All Answers

0
I stand corrected. Sorry for the "false alarm". Obviously, we haven't rolled this out yet and have tested so far with us manually entering a few test tickets. Very helpful though, thank you very much.
Answered 02/18/2015 by: iMonkey
Yellow Belt

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