The IT Manager is moving our ticketing queue for helpdesk and network out of the K1000 and into Jira...  (I know, but I didn't get a vote...)  Does anyone have any experience with Jira?  I'd like to convince them to stick with the K1000, but without any bonfire like features or a way to mention another user in a ticket, I'm not sure I'm going to win that one.  The user mentioning especially - in Jira, you can add another technicians username to the ticket and they'll get an email that they've been mentioned in a ticket that isn't assigned to them.  It's a great way to ask another user a question and have it recorded to the ticket.  Can this be reproduced in the K1000 somehow?

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Since the user is an asset in the kace system I'm sure there must be a way to do this through a custom ticket rule. Depending on the size of your system and user database it might not be too efficient but it may be worth opening a ticket for a quote from pro services. 

Answered 01/20/2013 by: jdornan
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  • I agree with jdornan, it's definitely possible but would be a custom service as he mentioned. You might follow up with your Dell KACE sales team and mention that the issue will cause you to evaluate other solutions and see what they can do for you as well.
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Add the user's email to the CC list of the ticket and it will email them. Not sure if that will be sufficient in your environment but it's a way of pinging someone who is not the owner of the ticket.

Answered 01/21/2013 by: mpace
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I recently used a ticketing system called ServiceDesk Plus by ManageEngine prior to using K100 and after that we started using Jira for Development projects and then eventually for the Helpdesk.  So, I do have experience with Jira Helpdesk, so I'll try and help as best I can with your questions.

Answered 01/18/2013 by: ACAST
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