New help desk set up and new to KACE and need some help on how to create the approval/workflow process in the Service Desk area.
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  • What will determine which tickets go to which techs? I assume you're asking about automatically doing this as opposed to assigning tickets manually.
  • Please contact me on my details as yours are not visible ;o)
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Do you first have ticket owners defined for your queue? So in the queue configuration do you have a label set which contains your technicians or those people who will be working on your tickets?


If that is set then when you go to customize fields and labels within the queue configuration you should be able to set a default ticket owner for every category (ticket type) that you create.



Answered 03/20/2017 by: Hobbsy
Red Belt

  • awesome thank you. one more question...... labels are set but to make a rule based off a category and custom field how can that be done? For instance, the rule would be if reset password category was selected but I want to associate a technician based off a custom field (location) how can that be done? Rule- if school/location is selected and password reset is selected go to this technician.....
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Community Chosen Answer

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If you edit the queue and go to the ticket layout section, you define a default ticket owner for every category that you create. When a ticket is logged it will then auto assign.

If that is not enough, you can use ticket rules to do the same thing but you may want to define at what point in the ticket lifecycle the rule is run
Answered 03/07/2017 by: Hobbsy
Red Belt

  • thank you for the comment but it does not allow me to change the default owner. Am I missing something to add users to become owners?
    • That can be done via a ticket rule, try using the wizard to set up a couple of examples:

      If category = Password reset and location is location B assign it to technician a

      or

      If Category = Password reset and location is location A assign it to technician B

      You could have a set of rules to manage this but you will also need to take into account if you just want that rule to fire once and using a hidden field to prevent it constantly reassigning. You could also set up a single rule with a case statement to assign if you can define all of the options. This is not an ad but we could help you with that ;o)
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Do you first have ticket owners defined for your queue? So in the queue configuration do you have a label set which contains your technicians or those people who will be working on your tickets?


If that is set then when you go to customize fields and labels within the queue configuration you should be able to set a default ticket owner for every category (ticket type) that you create.



Answered 03/20/2017 by: Hobbsy
Red Belt

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