KACE Processes - How to Use
Maybe I'm just not grasping the concept but I need a little help on how people are using the KACE Processes in the real world.
Currently I have an HR queue where manager can submit a ticket for new hires / terminations. We have a very complicated on boarding process that involves many departments and many steps. At the moment I have custom rules that moves the single ticket to other queues as defined by the status of the ticket.
It seems that I could greatly simplify this by using a Process instead, but when I try to create one I just don't understand how they are supposed to work.
It appears as though I must enter in the information for all the child tickets when creating the process, when in reality I need the information entered into the parent ticket to flow down to all the child tickets.
A basic example: (is this possible?)
- A manager creates a New User process
- Parent ticket is opened in the HR Queue with all the needed new hire info (Name, Hire Date, access needed, etc)
- A child ticket is opened in the IT queue with all the necessary info from the parent ticket (Name, Hire Date, Access needed) so IT knows what needs to be setup and for whom?
Maybe if someone could provide me an example on how they are using a process that will clear things up for me.