KACE Product Support Question

Ticket Creation Through Email from one Queue to Another - Notes Field not sending properly

03/08/2013 2749 views

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.





@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.

Contact Info

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.


I hope this makes sense to everyone.  It is providing a roadblock to getting this process finalized for me.


Answer Summary:
There is no way at the present to email from one notes field to another notes field in another queue.
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All Answers


This sounds like an issue that you should report to technical support. I'm guessing that the line break is breaking KACE's importing of the content using the @variable syntax. There's either a limit on the number of characters or the line break is causing the problem.

Answered 03/11/2013 by: chucksteel
Red Belt

  • Will do, thanks chucksteel
  • According to tech support this is an SQL issue and therefore not supported by tech support. They did suggest trying a Replace to remove any line breaks. I guess I will try that.
    • If you send an email yourself to the second queue with the text from above does it all get added to the custom_8 field?
  • I ended up having to just use specialized text fields instead of a notes field. using the Replace parameter in a select statement did not help. I don't know where the hang up is between the two fields. I think though it is when you email a ticket as I got a broken up sentence when I emailed from my account.

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