If a user creates a help desk ticket, can we get it cc'd to their manager?
We have users that seem to create help desk tickets when the wind changes. Was wondering if there was a way to get the manager to approve the tickets the user puts in.
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Posted by:
Channeler
6 years ago
You will need to build a Custom Ticket Rule in order to do that.
Here are some basic examples:
https://support.quest.com/kace-systems-management-appliance/kb/111222/how-to-notify-any-user-or-group-by-email-when-a-new-ticket-is-created
I suggest trying them in your Sandbox environment, not in the production one.
You will need to be connected to the KACE's Database, in order to understand how the tables are organized, and where's the value holding the Managers_Name attribute for Users.
see:
https://support.quest.com/kace-systems-management-appliance/kb/114992/can-i-access-the-k1000-appliance-database-using-a-third-party-reporting-tool-
Here are some basic examples:
https://support.quest.com/kace-systems-management-appliance/kb/111222/how-to-notify-any-user-or-group-by-email-when-a-new-ticket-is-created
I suggest trying them in your Sandbox environment, not in the production one.
You will need to be connected to the KACE's Database, in order to understand how the tables are organized, and where's the value holding the Managers_Name attribute for Users.
see:
https://support.quest.com/kace-systems-management-appliance/kb/114992/can-i-access-the-k1000-appliance-database-using-a-third-party-reporting-tool-
