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Systems Management Question


Change name of system rule generated ticket email?

07/03/2013 2587 views

Does anyone know if you can change the name of the "owner" of the system generated email so that when it sends it doesn't read:

----- Change by Unassigned at 07/02/2013 16:54:10 -----

We would like it to read "Help Desk" or even "System" , but unassigned is so vague and confusing to our users.

 

This is a rule based email that goes out after the ticket is closed. 

 

Thanks for any assistance.

 

 

Answer Summary:
Summary is: Fee based professional services request from DELL KACE. Added this as a feature request on the KACE USER VOICE IMPROVEMENTS PORTAL http://kace.uservoice.com/forums/82699-k1000
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1

Have you tried editing the queue customization (see the image below).  Perhaps if you set a default ticket owner as "Help Desk" that would eliminate the unassigned name showing up in the ticket change by description.  

Answered 07/03/2013 by: Jbr32
10th Degree Black Belt

  • Good idea - I will look at that. Thanks for the suggestion, and I will let you know how it goes.
  • Unfortunately, this did not work. Also, when I changed the default owner on the new items that come in from "Unassigned" to a generic user name like "HELP DESK" it also breaks the "Unassigned" queue functionality (you know where you can see "active" tickets for a queue being all tickets for yourself and "Unassigned" - well it goes and puts the items, as you would expect, into a queue named Help Desk, and so sort of hides them from us.

    Plus, also, when I did get the system generated message, it still shows as

    Ticket Updated.

    The following action has been taken on your outstanding ticket:

    ----- Change by Unassigned at 07/12/2013 14:47:33 -----

    ************************************************************
    * This is an automated email from the Help Desk system.
    * **********************************************************
    * If you feel this ticket has been closed in error, or if you have new infor-
    * mation and want to keep the ticket OPEN, then please REPLY to this
    * email and the ticket WILL be reopened for you.
    etc


    Any other thoughts to get rid of "Unassigned" as the name for system messages?
  • Sorry to hear it did not work. The only other thought I have is to contact dell kace and ask about custom programming. I hear they can fix things for a fee, not sure if this qualifies or not, nor do I have experience going through this route.


    Would adding some message to your clients help
    E.g. Unassigned tickets normally get assigned to a service tech immediately. Please feel free to reply to this ticket to add information and at which point the ticket is assigned the service tech will see it.
  • Been away on vacation - Thanks for further thoughts. DELL KACE support also suggested custom professional services as an option, but not sure it is important enough to us to pay for.
    Thanks anyway.
  • Probably going to add a feature suggestion on the product improvement site.
 
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