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Best Practices Question


Owner's only email with hyperlink to ticket

07/03/2013 2218 views

We are a new KACE installation working with service desk and trying to tune our process.

We have not rolled out the "portal" to the user base yet and so don't want to be sending them the emails with the hyperlinks to their tickets.  We do an email with the action description history in it, but not the link.

 

However, we as IT service desk "owners" DO like the convenience of the hyperlink into the ticket from our alert emails.  Unfortunately, when we add the link to the creation and assignment email, the user gets that, too and clicks on it and gets confused. 

 

What I am looking for is a way to send the IT Service desk staffers ONLY an email upon assignment that includes the hyperlink, but which does not persist in the email history as a hyperlink that the users can click on.

I know that there is an "owners only" click box on the comments, but we have mixed reviews on that as it seems that the "owners only" comments do wind up in the history to the users.  (We need to do further testing and troubleshooting on that issue as well, as an aside).  I don't know how to indicate "owners only" from a rule based email.

 

Any help, thoughts, or advices is of course appreciated.

 

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To have two different emails based on recipient, you will likely need to use ticket rules.  I would suggest creating a ticket rule for the email to your submitters without the link and uncheck the appropriate boxes (Submitter, possibly Ticket CC) in the Email on Events section of the queue config page.  Then, if/when you decide to reenable the link for submitters, you can easily disable the ticket rule and recheck the relevant Email on Events boxes.

Answered 07/03/2013 by: grayematter
5th Degree Black Belt

  • OK, thanks for your help - I will take a look at the settings and appreciate your suggestion!

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