07/17/2019 202 views

HI folks

when a user opens a new ticket certain Submitter information is automatically pulled in (obviously from the User record). Is there any way to tweak (add certain information to be pulled from the user record) this.

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Yes. The user information is pulled from your LDAP source. Browse to Settings, Control Panel, Authentication Settings. There should be a scheduled user import that you can edit. One of the steps will be selecting which fields from LDAP you want to import, and then you match those with the KACE fields.

Answered 07/18/2019 by: chucksteel
Red Belt

  • Thanks for that. Is that in the System and not Service desk. We import a range of info from AD (the classic example is that we pull in the mobile phone number into the user record and would like to pull that into the ticket instead of the standard phone number)
    • Yes, all of the user info is stored in the same database table. If you want specific user information to appear on the ticket, you can do that with a ticket rule. Is that what you are trying to accomplish?