Why are tickets that I respond to showing up blank for users?

When I respond in Kace K1000 to a ticket the user receives this below and nothing more:

From: Helpdesk

Sent: Monday, February 20, 2017 10:54 AM

To: user



-+-+-  Please reply above this line to add a comment  -+-+-


3 Comments   [ + ] Show comments
  • Do you use multiple queues? - JasonEgg 7 years ago
  • Yes, we do. - ahunn 7 years ago
  • I wasn't clear in my initial post but this is only when I leave comments on tickets. - ahunn 7 years ago

Answers (1)

Posted by: chucksteel 7 years ago
Red Belt
It looks like the template for your notifications isn't setup properly. Browse to Service Desk, Configuration, Queues. Select the relevant queue.

It looks like you are using the system rules for notifications so find the Email on Events section and click the Customize Emails link. Verify that the appropriate variables are in place in the template. You can find a list of available variables in the Administrator Guide (click the ? in the upper right corner).

If you are using a custom rule then click the Customize button on the queue configuration page and edit the template for the custom rule.

  • Thanks chucksteel. I am going to check this shortly and report back. - ahunn 7 years ago
  • I checked all the variables and everything looks ok. The issue seems to only happen sometimes. I checked a few user's computers and sometimes they get my message and sometimes not. Could there be an issue with Version: 7.0.121306, as this issue started after my recent upgrade. - ahunn 7 years ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ