When using the KACE SMA ticketing system, it allows for an analyst to duplicate a ticket, however, it changes the original client name to the analyst, is there anyway to stop this?

Original ticket is created with say Joe Smith as the client.

Ticket is duplicated, client now says Jane Doe as that this the person duplicating the ticket.

Is there anyway to keep the original client from the first ticket?

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Answers (1)

Answer Summary:
Posted by: Hobbsy 4 months ago
Red Belt

Top Answer

No because usually when you are duplicating a ticket it is to save you typing in loads of stuff for another user, hence I think that is how Quest set the functionality.

You will just have to make sure the submitter is correct once it is logged 

  • Thank you for you response! I figured that it probably was not something that could be changed, but I just wanted to verify. - becca7391 4 months ago
    • You are welcome - Hobbsy 4 months ago

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