Hello, I think this is an easy question but seeing as how I don't know the anwer to it, I'll ask.

We just got Kace and are finializing the helpdesk now. Where I work there are various departments, and my boss wants the ability to have them view tickets from each of their members. In AD they're all in groups according to department, so i was thinking there should be a way to organize it like that?

Ideally I'd like them (the department heads) to log into the helpdesk portal and see all tickets from all users in their area.

However, I'll be happy with just a report that can be created once a month or something like that. However, I'd need it set up by AD group, not user-manual name entry, since we hire and fire people.

 

Thanks in advance!

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I created a report to show tickets sorted by department.  We have a custom field called department on the tickets.  This one is for closed tickets, since our department heads wanted to know what issues had been popping up in their department.  You can change it for open tickets, if that's what your heads want.  I run it in CSV format and delete the other departments when the report is requested.

 

SELECT HD_TICKET.ID,
       HD_TICKET.TITLE,
       HD_TICKET.DUE_DATE,
       Concat(IF(Time_to_sec(HD_TICKET.TIME_CLOSED) >= Time_to_sec(HD_TICKET.TIME_OPENED), To_days(HD_TICKET.TIME_CLOSED) - To_days(HD_TICKET.TIME_OPENED), To_days(HD_TICKET.TIME_CLOSED) - To_days(HD_TICKET.TIME_OPENED) - 1), 'd ', Date_format(Addtime("2000-01-01 00:00:00", Sec_to_time(Time_to_sec(HD_TICKET.TIME_CLOSED) - Time_to_sec(HD_TICKET.TIME_OPENED))), '%kh %im')) AS TIME_OPEN,
       HD_PRIORITY.NAME                                                                                                                                                                                                                                                                                                                                                               AS PRIORITY,
       HD_CATEGORY.NAME                                                                                                                                                                                                                                                                                                                                                               AS CATEGORY,
       HD_STATUS.NAME                                                                                                                                                                                                                                                                                                                                                                 AS STATUS,
       HD_IMPACT.NAME                                                                                                                                                                                                                                                                                                                                                                 AS IMPACT,
       MACHINE.NAME                                                                                                                                                                                                                                                                                                                                                                   AS MACHINE_NAME,
       Ifnull((SELECT FULL_NAME
               FROM   USER
               WHERE  HD_TICKET.OWNER_ID = USER.ID), ' Unassigned')                                                                                                                                                                                                                                                                                                                   AS OWNER_NAME,
       (SELECT FULL_NAME
        FROM   USER
        WHERE  HD_TICKET.SUBMITTER_ID = USER.ID)                                                                                                                                                                                                                                                                                                                                      AS SUBMITTER_NAME,
       HD_TICKET.CUSTOM_FIELD_VALUE5                                                                                                                                                                                                                                                                                                                                                  AS DEPARTMENT
FROM   HD_TICKET
       LEFT JOIN HD_CATEGORY
         ON HD_CATEGORY_ID = HD_CATEGORY.ID
       LEFT JOIN HD_STATUS
         ON HD_STATUS_ID = HD_STATUS.ID
       LEFT JOIN HD_PRIORITY
         ON HD_PRIORITY_ID = HD_PRIORITY.ID
       LEFT JOIN HD_IMPACT
         ON HD_IMPACT_ID = HD_IMPACT.ID
       LEFT JOIN MACHINE
         ON HD_TICKET.MACHINE_ID = MACHINE.ID
WHERE  HD_STATUS.STATE = 'closed'
   AND HD_TICKET.TIME_CLOSED > DATE_SUB(NOW(), INTERVAL 31 DAY)
ORDER  BY DEPARTMENT, HD_PRIORITY.ORDINAL, HD_CATEGORY.ORDINAL, HD_STATUS.ORDINAL, HD_IMPACT.ORDINAL

Answered 05/11/2012 by: DragonCrone
Orange Senior Belt

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I'm not so sure this would be easy.  The first thing I could think of is that when you pull your users from AD, you need to pull department and supervisor.  These are both in AD if you put them there.  From there, you can create LDAP labels or smart labels for your users to organize them appropriately.  Once you have labels, you can create ticket rules to add supervisors to the CC list on appropriate tickets, which would give them access to the tickets.  You could also add the supervisors to the approvers list via label, and create ticket rules to automatically add the appropriate approver based on the submitter.  Approvers have permission to view the ticket.

I am assuming you do not want to create a different helpdesk queue per department, however, you could do such and use the approvers labels and help desk ticket rules to give supervisors approval rights, and create a process for ticket approval that escalates to the helpdesk.

I feel like there should be a cleaner way to do it, so I may be missing something, but that should be a start in some directions you could go.

Answered 05/09/2012 by: philologist
Red Belt

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