Hello

Does anyone have a link to some information on the 'Processes' part of the help desk? I've had a look at the Dell Kace KB and on this forum but couldn't find anything (I may have missed it)

Thanks

StuBox


0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Answers

0
Processes used to be referred to as "Workflows", so you may find some info if you search on that term. What exactly would you like to know about Processes? You can basically setup triggers to automatically spawn helpdesk tickets - that is the 10,000 foot overview of Processes.
Answered 08/09/2011 by: airwolf
Tenth Degree Black Belt

Please log in to comment
0
Thanks airwolf.

I just wondered how to use them and for what purposes they could be useful. I cant see much when I search for workflow or workflows either.

Can you provide an example of a process/workflow within a helpdesk context?
Answered 08/09/2011 by: stubox
Blue Belt

Please log in to comment
2
The typical example I've heard is a new user being added to the network. You can create a Process to spawn several tickets - 1 to create their AD account, 1 to build their machine, etc. You can also make child tickets spawn after certain conditions are met (i.e. system build ticket is created after AD account ticket is created). There are endless possibilities, but I must confess we haven't had anything "cookie cutter" enough in our organization to use Processes. Processes do not allow for any grey area - which is the nature of any automation. Unfortunately all of our "processes" tend to be nothing but grey area.
Answered 08/09/2011 by: airwolf
Tenth Degree Black Belt

Please log in to comment
0
Ok thanks airwolf that makes sense. All our processes exist in grey areas too but we might be able to make use of this for change control requests

Thanks again

Stubox
Answered 08/10/2011 by: stubox
Blue Belt

Please log in to comment
Answer this question or Comment on this question for clarity