/build/static/layout/Breadcrumb_cap_w.png

Unassigned to Owner on Ticket Status/Owner Changes

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.


Title: URGENT

From: person and email address

Priority: Medium

Status: Opened

Comment:

Ticket Owner: Owner

You may review the ticket here: click here


1 Comment   [ + ] Show comment
  • Are you using a system rule for the notification or a custom rule? - chucksteel 5 years ago

Answers (0)

Be the first to answer this question

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ