Best Practices Question

Is there a way to automatically route tickets generated via email?

05/30/2017 1556 views
We are in the process of setting up our helpdesk in Kace K1000 and we are looking for a way to route incoming tickets generated via email to certain members of the helpdesk. We would also like the IT manager to receive an email when the ticket comes in, and he would like to be able to re-assign the tickets should he feel it necessary. I've been looking through the articles and haven't found anything that helped, any ideas? 
3 Comments   [ + ] Show comments


  • You will need to develop a custom SQL ticket rule to achieve that one,

    KACE provides this one as an example:

    It works but is going to notify that group\person about every email created on every single Queue, so watch out.

    You will need to use MySQL workbench or TOAD to connect to the K1 database and polish\adapt the rule.

    Or you can contact KACE Custom Services Team, but they will charge you for this tailored rule.

    Or maybe someone here can do it for you, unfortunately, I am not good with SQL.
    • Thank you, I will look into it.
  • How are you currently creating tickets via email? Manual emails, some sort of web form, or something else?
    • Currently, tickets are being created via email.
  • Do you allow users (non support people) to create tickets from the user portal? Or only via email?

All Answers

Answered 06/02/2017 by: JasonEgg
Red Belt

  • FYI, in our environment we use web forms which take the user's and ticket's info then composes an email using the '@variable' tokens. One of these is a custom field which specifies that the "source" of the ticket was a web form, so we can route it differently if we want.
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