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Dell KACE and OpenManage Essentials
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Note the email address of the queue. This is the email address that will be recognized within the K1000
Appliance as the queue to receive email tickets from OME. If you wish to use a different email address
that is first externally defined in your email environment and then forwarded to this address, you may
specify that in the Alt. Email Address field. Here, though, we’ll assume that the queues Email Address
is being used. When you configure the email alert in OME, this email address will be the TO: address in
the OME Email alert action.
Also note that there is no specification for Ticket Owners by Label. This is simply because user labels
and the assigned users will be specific to your environment and cannot be assumed for the imported
queue. Everything within the imported queue may be customized to meet your requirements.
From the Ticket Layout section of the Service Desk Customization page you can customize the way
tickets are displayed in the Tickets tab for each queue. For example, you
 can create different ticket views and set read/write access for users, ticket owners, and
administrators.
 Refer to KACE K1000 Service Desk Administrator Guide for more information on customizing
service desk tickets.
Customizing service desk ticket related parameters
1. Select Service Desk  Configuration  Queues  <Queue name>  Customize Fields
and Layout link.
2. Select the Name you want to customize and set the label and permissions from the
dropdown list.
Example:
Name: CUSTOM_2
Label: Service Tag
Required: Not Required
Permissions: User Create
3. You can also define the Name type, assign default value to a Name, and etc. under the
Custom Fields section.
Example:
Name: CUSTOM_2
Type: Text
Default: Unknown