Right now, when a user creates a ticket I have it so they have to scroll up and down and find the PC that is there's, well this is not efficient and really it never gets selected right.

I am not good at queries at ALL, and I have looked around for examples, but can't extrapolate what I need to put in there. Long story short, when they make a ticket, I want it to autopopulate (I would prefer if they can change it if they choose) their computer.

 

Any help, walk-thu's and/or  scripts would be appreciated!

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Let me look into our system. I know there is a way to do this. We've never turned this on for the fact that most of our users can log on to multiple computers on the domain and if their computer is down you will be geting the complete wrong computer name. We ask that the computer name is submitted by the user along with the help desk ticket. (That way they don't have to sort through the whole list).

Answered 02/08/2013 by: IT_youT
White Belt

  • I understand completely, and I am for sure going to take what actually shows up with a grain of salt, but I have users scattered all over the state, so in most cases it will work faster for me then asking . Thank you for looking, I really apericate it!
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I've done a little digging in our kbox and it doesn't look like there is an easy way to do this. Off the top of my head, I would say your best bet would be to create some custom ticket rule that pulls the info that you need. Maybe someone here has done this before or knows of a better way, but this would be the best way I would know how. If you have KACE support I would give that a shot. Sorry I couldn't have been of more help.

Answered 02/08/2013 by: IT_youT
White Belt

  • no worries. thank you
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Something like this?

www.itninja.com/blog/view/5-4-ticket-rule-for-auto-assigning-computer-asset 

Answered 02/09/2013 by: dugullett
Red Belt

  • Not exactly, If they make a ticket on computer A, I want it to auto populate computer A, if the same user makes a ticket on computer B, I want that toshow on computer B. I can't assign assets to each user right now, and i dont want to.
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If they're submitting the ticket through the web interface I don't believe there is a way to do this. I have a custom form built for users to submit a ticket through a webpage and the page first queries the KACE database to find their machine based on IP address. This is then sent to KACE via using the @field syntax along with the other information collected. 

The only other way I can envision would be to have a custom field that could query the database for computers that the user has logged into recently. The custom field couldn't be populated until the ticket was saved with the user as submitter, but a rule could be in place that would populate it with a list of those computers. It would need to contain all of the user's computers, however.

Answered 02/11/2013 by: chucksteel
Red Belt

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