Hello, 

We're implementing our KACE service desk.  We have multiple departments that have 2-3 leads per department.  We'd like it so that if person1 enters a ticket from department1, person2 can view that same ticket.  Is that possible?

If not, is the next best option to create department1 their own ticket queue, and then allow tickets to be transferred between the queues?  If we go this route, do we need to allow the same submitters for department1's queue be the same as the main helpdesk queue?  (we're trying to set it so that only the leads can submit tickets). 

Thanks!

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I think the potential answer is two parts, and you'll want to review these further to see how they can apply to your specific workflows:

1) Service Desk (Helpdesk) > Roles

This is where you can define what access certain groups have (and you can create your own as needed).  For example, a couple of guys in my department need to be able to create and update tickets, but not any of the other administrative queue work, so I have them setup to write to Tickets and Knowledgebase (and read to the rest).  I then apply this role (Specialist) to their user accounts in the Service Desk (Helpdesk) > Users screen.

2) Service Desk (Helpdesk) > Configuration > Ticket Owners By Label

This is where I have my IT label listed, so that anyone in my department can act as an owner on tickets (i.e. close tickets, transfer ownership to someone else in IT, etc).  In that same area is also the Allow all users as submitters option, which you can restrict to a label as with the owners.  If you need help getting started with labels, I did a little article here that you might find helpful:

http://www.itninja.com/blog/view/k1000-labels-effective-organization-process-flow-using-manual-smart-ldap-labels-and-label-groups

I know version 5.4 gives some more options, but this how I'm handling things in 5.3.

John

Answered 01/10/2013 by: jverbosk
Red Belt

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