KACE Product Support Question

Why are tickets that I respond to showing up blank for users?

02/20/2017 1338 views
When I respond in Kace K1000 to a ticket the user receives this below and nothing more:

From: Helpdesk

Sent: Monday, February 20, 2017 10:54 AM

To: user



-+-+-  Please reply above this line to add a comment  -+-+-


3 Comments   [ + ] Show comments


  • Do you use multiple queues?
  • Yes, we do.
  • I wasn't clear in my initial post but this is only when I leave comments on tickets.

All Answers

It looks like the template for your notifications isn't setup properly. Browse to Service Desk, Configuration, Queues. Select the relevant queue.

It looks like you are using the system rules for notifications so find the Email on Events section and click the Customize Emails link. Verify that the appropriate variables are in place in the template. You can find a list of available variables in the Administrator Guide (click the ? in the upper right corner).

If you are using a custom rule then click the Customize button on the queue configuration page and edit the template for the custom rule.

Answered 02/21/2017 by: chucksteel
Red Belt

  • Thanks chucksteel. I am going to check this shortly and report back.
  • I checked all the variables and everything looks ok. The issue seems to only happen sometimes. I checked a few user's computers and sometimes they get my message and sometimes not. Could there be an issue with Version: 7.0.121306, as this issue started after my recent upgrade.

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