KACE Product Support Question
How to add time to a service desk request via email
02/20/2018 888 views
We are looking to implement a quick ticket entry solution via KACE. These would be for walk ups, phone calls, etc. of which may only take a few minutes of time. Rather than opening and closing a ticket and entering in all of the fields, we wanted to auto create and close a watered down version. I was thinking a custom app that only had a few fields on it, and it would either generate an email with the necessary fields, or it would insert something into the db directly. Has anyone done this?
Is there a way to add time to a service desk ticket by replying to the ticket via email? I know there are other tags that you can utilize, @category, @owner, @status, etc. But I didn't see anything in the manual.
If not through email, could one insert a ticket directly into the SQL db instead of using the interface?