KACE Product Support

Well you can do this manually if you open up the ticket and click IT Request Actions. Anybody have a custom rule to do something like this automatically?

You cannot trigger a process by email yet. You could do something like this though to create Multiple Child Tickets Upon Save of A Parent Ticket
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=964&artlang=en

how about just transfering an existing ticket to a process?

By email? You would need to have something in the email to trigger the above rule concept. Like using a custom field.

e.g.

@processtrigger=go

Here is the scenario I am working with:

A) Ticket is created by either Help Desk Rep or HR package sends an email which creates a ticket saying "create this new user's accounts". No problem here
B) Currently, the Help Desk will open the ticket and click on the IT Request Actions, and then under the "convert to process" section in the drop down, selects the "New User Creation" process. This starts off the processes needed to create a new user's accounts.

What I am trying to do is programatically look for tickets created by the HR system (they will all come from the same email address or have a certain identifier in the subject) and then convert them to a process automagically, so as to remove the process of the Help Desk manually having to click each ticket.

You will have to use rules to mimic the creation of the process. You cannot programatically trigger a process yet. Services could do this for you if you need assistance.

Ok, we will just have the Help Desk click for now. Thanks for your help.