We are using KACE 1000 and the ticket status "cancelled" does not show as being closed. Why it that?
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you'd ask the question to the KACE administrator that created the queue.
There are only three real status in KACE for the ticket:
  • Open
  • Stalled
  • Closed
All the other status are ''descriptive'' and other can be added as well but they need to me mapped with one of the three real status.
 Kind regards,
 Marco - StockTrader

How to map ticket status:
Answered 02/01/2016 by: StockTrader
Red Belt

  • How do you map them?
    • From the administrative console (http://yourkace/admin) you need to go to Helpdesk -> Configuration -> Queues -> the queue you want to amend -> Customize fields and layout
      Then you need to act on the Status Values section.
      Kind regards,
      Marco - StockTrader
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Although the Status Cancelled was already marked as Closed, it also requires the word closed included. All queues were changed to reflect Cancelled- Closed
Answered 02/03/2016 by: rnoguera
White Belt

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