Recognize users by more than one e-mail address
The users in the KBox should be able to be assigned multiple e-mail addresses (aliases) so that if they send a message from an alias address it assigns the correct user to the ticket instead of creating a new user.
This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release
Nancy Cunningham commented
There is now an Additional Emails field in the user record (we recently implemented versions 7 & 8). Removing my vote to use it elsewhere.
Jason Clifford commented
This seems like a no-brainer. Everybody has multiple email addresses and even a cheap "dumb-phone" lets you put multiple emails for a contact. It's pretty much guaranteed that you're going to get an email from their personal email on their smartphone when they can't access their work email or log into their computer.
Yes proxyAddresses needs to be evaluated as it would be for the same user but come from different addresses.
If this can be done with a ticket rule as billy said, I'd like to know how.
We also have similar issues when using the help desk. We have LDAP configured, however the email listed in LDAP is not always used by the individual. It becomes a hassle to continually update the user account and tickets when they submit from an different address.
Cindy Kwan commented
This would be super helpful but not a deal breaker for us. We have people that use aliases and may have set up different aliases across their mail clients. Also we'd like to be able to take tickets where users might be having a problem with email and need to use an alternate email.
Daniel Zook commented
Thanks for the suggestion Billy. Would you explain how the script or user accounts are setup so that the ticket rule knows which user record is the primary user?
Since this doesn't seem to be something Dell wants to pursue, the workaround I have is when users send from multiple emails, I added an '*' to the "Full Name" field for the secondary emails, and have a ticket rule that changes the owner to the primary user in Kace.
Andrew Baker commented
Woops, let me clarify. Each store has their own dedicated username/password that all the managers/assistant managers at that store share.
We don't have a Single account that ALL stores share.
Andrew Baker commented
This would be EXTREMELY handy with our setup.
We have all of our remote stores using a single kbox account to create trouble tickets, this way you don't have managers and assistant managers all creating their own tickets. Everyone can see all tickets. But we can't use any of the ticket updates via email.
Stores still end up replying to email notifications, thinking they are done (Not reading the bounce back email explaining that their ticket was not updated because the user wasn't found for that email address).
Ben Stanton commented
YES, we need this too! On a users account page in kbox, I tried using commas, semicolons, and even MYSQL in the email field for multiple addresses, but it obviously doesn't work
KACE team, please add this functionality....otherwise, our users don't see all their tickets after logging into the web portal.
Freddie COrral commented
I have this need as well. Or even the possibility to accept emails from a specific dominio i.e. all emails from my customer *@dell.com