Service Desk Ticket - Duplicate Status trigger its own email
09/17/2018 312 views
We've been using the K1000 Appliance for a few years, but just started in the past month implementing the Service Desk portion. I've added a ticket status called Duplicate, for all those end users who feel that submitting their request once isn't enough. Marking it as a Duplicate should close the request and send an email to the submitter that this has been closed because it's a duplicate, not because we believe the issue has been resolved. Unfortunately, once it's in a closed state, it automatically sends an email to the submitter saying it's been closed because it's resolved, and I don't know how to make KACE differentiate between completed and duplicate.
I'm guessing what would be ideal is to create another "State" (Opened, Stalled, Closed) just for Duplicate, and set up a rule to email with the wording I want... but I'm open to suggestions. I also don't know SQL but I'm happy to learn it for what I need where necessary - I've done that for other utilities we use, but SQL's a whole different beast.