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KACE Product Support Question


Unassigned to Owner on Ticket Status/Owner Changes

11/14/2018 670 views

We are using 9.0 KACE, for now when a ticket is submitted whether it be from email or our portal it has a status of new and owner of "unassigned"  This way we avoid constant emails to all the owners on issues we may not need to respond to.  Our issue, however, is that once a ticket is moved from "unassigned" to "owner" the email that is being sent has no background information.  comment is blank.  What would be the easiest way to have all of the ticket details on assignment to an actual owner sent via email?  here is an example:

The ticket number [TICK:xxxx] has been updated.


Title: URGENT

From: person and email address

Priority: Medium

Status: Opened

Comment:

Ticket Owner: Owner

You may review the ticket here: click here

1 Comment   [ + ] Show comment

Comments

  • Are you using a system rule for the notification or a custom rule?

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