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KACE Service Desk - How to send a service desk ticket to via Email

Hello everyone...

So my city just purchased Quest KACE SMA/SDA and I have been setting up the Service Desk module for my city to use as our ticket system. While I have my Office 365 email configuration set up in KACE and I was able to test and receive an email back from Kace auto response. I need to know if there is a way to have users who are not on the network or for my officers to be able to put in a ticket via email. Is that possible? If so, is there documentation I can read on how to set that up?

Any help would be much appreciated.

Thanks in advance!


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Answers (2)

Posted by: KevinG 1 month ago
Red Belt
1

What version of the SMA?

Configuring the service desk to receive emails should be in the Admin guide.

If using the cloud version of Office365, the recommended way is to select Office365 OAuth in the service desk email configuration settings.

The steps for this configuration can also be found in the SMA knowledge base.


Posted by: Nico_K 1 month ago
Red Belt
0

This is the default way. 
If you allow unknown users to open tickets, it will work with any email (including Spam).
https://support.quest.com/kb/114347 should be your first stop.
Also the (free) couse for the SMA service desk should be reviewed: 
https://support.quest.com/kace-systems-management-appliance/training/336/kace-sma-course-7-module-1-basic-service-desk-settings-free 

https://support.quest.com/kace-systems-management-appliance/training/340/kace-sma-course-7-module-2-configuring-mail-flow-free


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