I would like to be able to open a helpdesk form and based on the Category (software, Hardware, User Admin) the form would be created with specifics related to that category.  I know there are helpdesk programs that do this.  My biggest complaint I get is our Personnel Action Form takes to long to fill out, and too many steps to submit it.  We use the form for creating New network user accounts, Setting up user accounts in Oracle and another system we use, and for terminating the same.  The form is HTML, interactive and when done the Supervisor "prints" the form to PDF, saves it on their desktop, then opens a helpdesk ticket and attaches the PDF to the ticket and submits.  Our helpdesk ticketing system is as easy as can be for the user - they only have 8 boxes to fill out (subject - they have to write something, Impact, Category & Sub-category, Priority, two fields for company use and Description of issue).  All the blocks, except the subject and description of issue are selectable. We don't allow Email tickets through kace because they don't have enough information for the helpdesk to determine what to do.  We have 9 locations in the US. 

Input from others on what you do at your company?


Thanks.  Russ

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It sounds like you want the fields to change depending on the category. That's not possible with KACE. If the requests are different enough that the fields vary widely between types of requests then that sounds like you could setup different queues. The different queues would be configured with the fields required for each specific type of request. Does that answer your question?

Answered 04/05/2013 by: chucksteel
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The other option is they can work off of an MS Office type document and attach it to the ticket when they submit. I think you're going to be happier if you go with Chuck's idea.

Answered 04/05/2013 by: GeekSoldier
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