I need to be able to assign a default machinegroup for a support ticket that has arrived via email using procedures. The machinegroup needs to be linked to the organisation.
I already have an organization called test and a machine group called devices.
Can anyone help please?
you can set the org and machine groups in the "incident enters identified"
i need coffee.......
sorry for that last post...please disregard it :-)
you can do this in the "Ticket Request Mapping"
Thank you but we have multiple organizations and I can get Kaseya to detect that an email is from a particular organization and complete that part for the servicedesk ticket. What do I need to set machinegroup to? If I try [$MachineGroup$] it does not work.
Richard you could do this for every domain,
so setup an if statement for every ORG....if ORG=CUST A --> set MachineGroup = CUST A.DEVICES
you can also use KDS, then all AD contact information will we imported and set automatically
We have possibly over 100 that we do not have AD information, is it possible to use variables to assign a group device to a ticket created for that organisation?
i haven't tried it but MAYBE you could do an SQL query based on the ORG and query for MachineGroups of that org (but i have no idea what the SQL statement should look like)
If I used the text test.devices (where test is the org and devices is the machine group) I can get it to update the machine id field on the ticket but when I use [$Organization$].[$MachineGroup$] it doesn't. If I wanted to use two variables in this way, have I got the syntax correct?