11/14/2018 550 views

We are using 9.0 KACE, for now when a ticket is submitted whether it be from email or our portal it has a status of new and owner of "unassigned"  This way we avoid constant emails to all the owners on issues we may not need to respond to.  Our issue, however, is that once a ticket is moved from "unassigned" to "owner" the email that is being sent has no background information.  comment is blank.  What would be the easiest way to have all of the ticket details on assignment to an actual owner sent via email?  here is an example:

The ticket number [TICK:xxxx] has been updated.


From: person and email address

Priority: Medium

Status: Opened


Ticket Owner: Owner

You may review the ticket here: click here

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  • Are you using a system rule for the notification or a custom rule?

There are no answers at this time