KACE Product Support

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.

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

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.

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?