KACE Product Support

There is no variable for setting the ticket template, the only way you will achieve this will be with a ticket rule. First you need a way to identify that the incoming email, created as a ticket needs to have the template applied.

This could be specific text in the title, or comments of the ticket, maybe even in a hidden custom field.

Once you can identify that text, create a ticket rule that runs and sets the data value to the correct template.

Thanks, that's an excellent idea Hobbsy, however, it looks like I need to know SQL because the Rules only allow me to select fields (using the Wizard).