KACE Product Support Question
Ticket Creation Through Email from one Queue to Another - Notes Field not sending properly
I have two ticket queues setup, each have a custom field called Contact Info. The first queue takes the information from its notes type custom field and sends it in email form with other info to the second queue. If the information spans more than one line, only the first line goes into the proper notes field, the rest gets dumped into the first comment of the new ticket. I am attaching the pertinent SQL in hopes someone can help me out here.
HD_TICKET.CUSTOM_FIELD_VALUE15 AS CONTACT_INFO, -- $contact_info
@CUSTOM_8 = $contact_info
What should be happening is that the following sample info gets transferred from the first queue into the desired field of a new ticket in the second queue.
Required for tech department to get a copy of the software for testing purposes. Provided by ticket approver. Replace this text with the contact information.
Instead the new ticket has the contact_info field populated with the next info and the comment with the info after it.
Required for tech department to get a copy of the software for
testing purposes. Provided by ticket approver. Replace this text with the
I hope this makes sense to everyone. It is providing a roadblock to getting this process finalized for me.
There is no way at the present to email from one notes field to another notes field in another queue.