KACE Product Support Question
Unassigned to Owner on Ticket Status/Owner Changes
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.
From: person and email address
Ticket Owner: Owner
You may review the ticket here: click here
Be the first to answer this question