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KACE Product Support Question


Service Desk Ticket - Duplicate Status trigger its own email

09/17/2018 436 views
We've been using the K1000 Appliance for a few years, but just started in the past month implementing the Service Desk portion.  I've added a ticket status called Duplicate, for all those end users who feel that submitting their request once isn't enough.  Marking it as a Duplicate should close the request and send an email to the submitter that this has been closed because it's a duplicate, not because we believe the issue has been resolved.  Unfortunately, once it's in a closed state, it automatically sends an email to the submitter saying it's been closed because it's resolved, and I don't know how to make KACE differentiate between completed and duplicate.

I'm guessing what would be ideal is to create another "State" (Opened, Stalled, Closed) just for Duplicate, and set up a rule to email with the wording I want... but I'm open to suggestions.  I also don't know SQL but I'm happy to learn it for what I need where necessary - I've done that for other utilities we use, but SQL's a whole different beast.  
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A custom ticket rule is going to be your best bet here. You will probably have to disable the system rule for closed tickets, too. 
Answered 09/18/2018 by: chucksteel
Red Belt

 
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