Hey,

 

we've created an new queue for our help desk, where users are able to request to be authorized to order new parts in stock.

 

If you're creating a ticket in this queue, you have to specify the type of the article you're creating. Depending on this specification, some fields are required before saving the ticket. So if you're going to create a ticket with the type="screw" the fields "length", "diameter" and "screw head" are required.

Is there a way without using a customizing ticket rule? I've tried to create a custom field rule for this and didn't worked out. If there is no way realizing this without using custom ticket rules, what kind of changes need to be done in the SQL statement which is provided by Dell?

https://support.software.dell.com/de-de/kb/111222


I never had any training sessions for the K1000 at all, so the most things I'm doing are try and error. 

And we're still using 6.3, because 6.4 isn't available in German yet, and some of our users aren't able to use the English version.


If there is anyone who has done something like this I would be grateful for any help.


Best regards

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Comments

  • Yes precisely, then anyone in that label will be emailed and they will then have to approve the ticket before it becomes live
    • I've tried this but it doesn't work for our Environment. I've created the new Label and set my User as approver. My colleague created a new ticket in this Queue, but I didn't get an email notification or the ability to approve the created ticket.
      Is there something special we should pay attention to?
      The email checkboxes for email notification are activated.
  • You also need to configure the approver field in the ticket, I suggest you google the following "kace k1000 admin guide 5.4" to get the admin guide and then follow the steps on pages 90 and 91, it would be quicker than me typing it in here ;o)
  • Thank you, now it's working.
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Answers

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With fields in the Servicedesk you are only able to set them to one of the following:

Not Mandatory
Mandatory on Save
Mandatory on Close

If the field is set to Not mandatory, then there is no way to force the user to set a value, and we cannot create pop up reminders. If the value is set to Mandatory on Save the user must have a value in that field before the ticket will save and likewise if set to Mandatory on close, you cannot set the ticket to a closed status if the value is not present.

From your question it is not entirely clear what you want to do, but lets say you need four dropdowns populating for your product selection, the only way to make these fields operate as Mandatory on save would be to provide dummy values if there was no value required.
Answered 03/16/2016 by: Hobbsy
Red Belt

  • Thank you for your answer. At the Moment we've created one Dropdown populating four type of product: "screws", "pipe fitting", "hose" and "Plaque". For every type you choose, a different type of text field is required.
    This Situation is my main Problem. Setting a Default value isn't an Option at this Point, because we're trying to prevent an unnecessary amount of parts created in our ERP-System, by creating parts be approved bevor applied.

    Best regards
    • then why not set up the approval loop on the queue so that all requests have to be approved before becoming "live"?
      • I'm going to do this.
        If there had been the possibility to implement the field requirement, there are fewer opportunitys, for our users, to produce errors.
      • Do you mean to create a new Label and set this as Standard for "restrict Approvers by Label"?
        Sorry if this is not the correct Name for this part, but I'm using the German Version.
  • Hobbsy has got it right.
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