KACE Asset Management Appliance 7.1 - Administrator Guide

Exclude addresses from ticket CC List fields

Exclude addresses from ticket CC List fields

Service Desk can automatically add email addresses to ticket CC List fields when tickets are submitted or updated through email. However, some addresses, such as distribution lists and general company email addresses, should not be added automatically because they increase unnecessary email traffic. To prevent Service Desk from adding unwanted email addresses, you can specify the email addresses you want to exclude.

The email exclusion list is an appliance-level setting. If the Organization component is enabled on your appliance, the email exclusion list is applied to all organizations and Service Desk queues.

NOTE: The email addresses associated with Service Desk queues are never automatically added to ticket CC List fields, because sending messages to these addresses could result in new tickets being opened inadvertently. You do not need to add these addresses to the exclusion list.

3.	To add an email address to the list, click add: .

Prevent email loops

Prevent email loops

When tickets are submitted or updated through email, Service Desk sends ticket notifications to respective parties. However, if one or more users who receive such email reply with an automated Out of Office response, Service Desk reacts with another ticket update and yet another email notification, potentially causing an infinite email loop.

You can prevent the Service Desk from processing an email when an Out of Office response is received. You also have an option to stop sending email notifications when a high number of incoming ticket-related emails is detected. Any emails that cause the Service Desk to stop sending email notifications are logged.

NOTE: When the overall threshold is reached, notifications will pause for all tickets. If a per-ticket threshold is reached, notifications will be paused only for the affected ticket. When the number of email updates in the given period becomes lower than the configured threshold, the notifications will resume.

Creating and managing organizations

Creating and managing organizations

If the Organization component is enabled on your appliance, you can create and manage separate organizations, with separate inventory and settings, to meet your business needs.

TIP: If the Organization component is enabled on your appliance, but you do not see the drop-down list in the top-right corner of the Administrator Console next to the login information, there are two possibilities: Either fast switching is not enabled, or your user role does not have permission to manage organizations. TIP: See Enable fast switching for organizations and linked appliances.

About organizations

About organizations

Organizations are logical instances of a K1000 that run on a single appliance. Each organization is supported by its own database, and you manage each organization’s inventory and other components separately.

For example, in a school environment, you could create one organization for teachers and another organization for students. You could then automatically assign managed devices to each organization and manage them separately. Further, you could assign organization-specific roles to administrators and users to control their access to the K1000 Administrator Console and User Console. Administrators in one organization would not need to view the devices and inventory items in the other organization. You can add up to 50 organizations on a single K1000 appliance.

For information about configuring general organization settings for the appliance, see Configure appliance General Settings with the Organization component enabled.