KACE Product Support

Chuck we do indeed have that in place. Our email looks more or less happen when we send back a confirmation email "Yes we got it...blah blah blah" to a "do-not-reply" or a generic email address; we get all sorts of junk into the service desk. When the kbox replies their system sends a "Yes we got it, blah blah blah" or a "no one is checking this inbox" which comes in as a new ticket (it is not replying to the original). Which then causes our kbox to send a "Yes we got it, blah blah blah." This is our mysql that sends a response to the customer "yes we got it...":





Select
HD_TICKET.ID As ticket_number,
HD_TICKET.ID As TICKNUM,
'our_corporate_email_addresses' As EMAILCC,
HD_TICKET.TITLE As TICKET_TITLE,
U1.USER_NAME As OWNER_NAME,
U3.USER_NAME As LASTINPUTNAME,
Date_Format(HD_TICKET.CREATED, '%b %d %Y %I:%i:%s %p') As CREATED,
Date_Format(HD_TICKET.MODIFIED, '%b %d %Y %I:%i:%s %p') As MODIFIED,
HD_STATUS.NAME As STATUS_NAME,
HD_STATUS.ORDINAL As STATUS_ORDINAL,
HD_STATUS.STATE,
U1.FULL_NAME As OWNER_FULLNAME,
U1.EMAIL As OWNER_EMAIL,
U2.USER_NAME As SUBMITTER_NAME,
U2.FULL_NAME As SUBMITTER_FULLNAME,
U2.EMAIL As SUBMITTER_EMAIL,
U3.EMAIL As UPDATEREMAIL,
U3.FULL_NAME As UPDATERNAME,
Unix_Timestamp(TICKETCHANGE.TIMESTAMP),
TICKETCHANGE.COMMENT As COMMENT,
TICKETINITIAL.COMMENT As INITIAL_COMMENT,
TICKETCHANGE.DESCRIPTION As CHANGE_DESCRIPTION,
HD_CATEGORY.CC_LIST As CATEGORYCC,
HD_CATEGORY.NAME As CATEGORY_NAME,
U2.LOCATION As SUBMITTER_LOCATION,
U2.WORK_PHONE As SUBMITTER_WORK_PHONE,
HD_PRIORITY.NAME As TICKET_PRIORITY,
HD_QUEUE.NAME As QUEUE_NAME
From
HD_TICKET Join
HD_TICKET_CHANGE TICKETCHANGE On TICKETCHANGE.HD_TICKET_ID = HD_TICKET.ID Join
HD_TICKET_CHANGE TICKETINITIAL On TICKETINITIAL.HD_TICKET_ID = HD_TICKET.ID
And TICKETINITIAL.ID = (Select
Min(HD_TICKET_CHANGE.ID)
From
HD_TICKET_CHANGE
Where
HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID) Left Join
USER U1 On U1.ID = HD_TICKET.OWNER_ID Left Join
USER U2 On U2.ID = HD_TICKET.SUBMITTER_ID Left Join
USER U3 On U3.ID = TICKETCHANGE.USER_ID Left Join
HD_QUEUE On HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID,
HD_PRIORITY,
HD_STATUS,
HD_IMPACT,
HD_CATEGORY
Where
HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID And
HD_STATUS.ID = HD_TICKET.HD_STATUS_ID And
HD_IMPACT.ID = HD_TICKET.HD_IMPACT_ID And
HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID And
(HD_STATUS.NAME Not Like '%Closed%' And
U2.EMAIL Like '%@<corporate_email_address>.edu' And
TICKETCHANGE.DESCRIPTION Like '%Ticket Created%' And
HD_TICKET.HD_QUEUE_ID = 10) - Jbr32 9 years ago