KACE Product Support Question

K1000 - When reply ticket by email, remove old text

09/03/2014 1763 views

Finnaly, my email admin guys and network guys made exchange able to send email to my k1000 :)

Now I'm doing some test before opening this to everybody and I'd like to know if when Kace received a ticket in reply of an opened ticket, it can "remove text above"

The goal is to have in the user comment only the comment of the user and not all the email including Kace comment !

Thx in advance for suggestions.
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All Answers

You could theoretically do this with a service desk rule. You would need to have a reliable string that you can search for as the starting point to remove. Your rule would then need to search the HD_TICKET_CHANGE table and look for that string and remove it and everything after it from the comment.

Answered 09/04/2014 by: chucksteel
Red Belt

Thx for the feedbak but as I'm not a Kurou :) do you have an example of such a query ?
Answered 09/05/2014 by: cyril.epiney@hesge.ch
Senior White Belt

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