We are just starting to set up the K1000 box. The issue I am having has to do with modifying the service desk tickets.

Background: We are a school, with many campuses and buildings on each campus. I want the user to be able to pick the campus, and from there a list of buildings on that campus show up. Once they select a building, I need to know what type of room it is (classroom, office, lab, etc.). I want to use nested locations.

I am able to add the field "location" and put the data in with no problem, manually. The issue is, I have 11ticket queues, 7 campuses, and buildings being added all the time. I keep an excel file with all this information. Is there a way, I can just import the excel file or .csv and do this once. As changes are made to the locations, I wish to update only once. I would appreciate any suggestions. Thank you.
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In the current product the only field that offers this kind of nesting is category so you would need to repurpose category to do that.

Assuming that is what you are going to do then you could use this faq to import some categories on one-time or semi-regular basis:
Answered 06/09/2011 by: GillySpy
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GillySpy; Thanks for responding to my question. I appreciate your time.

We had manually put all the information in for category. I didn't realize that category was the only field that allowed nesting. We can't re-purpose that field. Thanks for setting me straight.

That creates a new problem for me. I was looking for a fast way of importing and maintaining a large amount of data. Now, I need to find a way to customize the ticket, so the user will have choices when entering location information.

I am, obviously, new to Kace and just starting to learn sql. If I understand correctly, rules can only be applied after a ticket has been saved. If that is the case, is there any way to modify a field or duplicate the category field, so that I can have 2 nested possible fields on a single ticket? My only other choice is to break up the 'location' information into several fields and leave it to the user to put in the correct location information. If you can point me in the right direction, I would be grateful.
Answered 06/10/2011 by: selessard
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You cannot duplicate the category field. Rules are applied when a ticket is saved or on a set time (schedule). I don't see how you think rules will help here, but if you have an idea please share.

How many locations will you have?

here's an idea for putting the location information into a single custom field:
You could import the data for location into assets. You don't necessarily have to use the existing asset type called "location"
You could use a custom field that runs a query on the list in assets. This will create drop down for you. The drop may be long but you could sort it.

so if the custom field values were based on something like this (pseudo-code):
query:select CONCAT(Tier1,'-',Tier2,'-',Tier3) from ASSETLOCATION ORDER BY 1 ASC

then you would end up with a list like this:

Atlanta-Main-Foyer
Atlanta-Main-Lab
Atlanta-Distribution-All
Boston-Main-Foyer
Boston-Main-Lab
.
.


To navigate down a long select list is not difficult with a little trick(and training of that trick). Highlight the list and type the first letter and the selection will jump there. You can type out entire words.
Answered 06/10/2011 by: GillySpy
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GillySpy; I was thinking that a rule could be used, where as, if certain information was put in a field (Atlanta), the rule would run and a query would execute and provide the information for the next field (Main, Distribution). I could use 3 fields and a series of drop down lists. This would give the user the ability to enter only the locations I have chosen.

Come to think of it, I shouldn't need rules at all. If I import my information into assets, as you said, and create 3 fields;
(1-City, 2-Building, 3-Room). (Atlanta-Main-Foyer)
1. Will be a simple multiple select field
2. Will be a query based on the answer to 1, that will give me multiple choices
3. Will be a query based on the answer of 1 and 2, that will give me multiple choices

I know it sounds a little intense, but it is important because technicians have to go to these places and users don't always give all the information needed. Also, Kace has plenty of customizable fields. Can you tell me if this is even possible? If not, I will definitely use your suggestion. As always, thanks for all you help and knowledge.
Answered 06/10/2011 by: selessard
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