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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  • 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

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

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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