Hi everyone. I don't really have a specific question, more I'm wondering if anyone has any links to documentation which can help me configure the Service Desk component of the K1100? Also documentation on app deployment would be helpful.

If I was to ask something specific, it would be what needs to happen in order for me to be able to assign tickets to IT Service Desk staff? We haven't cut over to KACE yet, I'm still configuring, but in my tests when I try to use the 're-assign to' option, no one is listed, just says "unassigned".

Cheers,

TWIT

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My first suggestion would be to click the Help link in the upper right corner of your KBOX interface. There are several administrator guides available there which I have found quite helpful. 

I would also suggest browsing through the KACE knowledge base:

http://www.kace.com/support/resources/kb/category?action=show

There's also the KACE Kontinuing Education series which has videos on many topics:

https://kace.webex.com/mw0306ld/mywebex/default.do?siteurl=kace&service=7

As to you re-assign question, in the service desk configuration there's a label that controls who can be an owner in the queue. Be sure the assign that label to those who can own tickets, otherwise, no one can.

 

Good luck!

 

Answered 06/14/2012 by: chucksteel
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  • The admin guides do include a specific separate guide for the service desk.
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You can check this blog post I did, once the bug affecting it has been fixed (it exceeded the character limit put in place after a recent site update - another week or two?).  It's the entire configuration of my service desk queues at the time of writing (there have been some changes, but I ran things with the documented config for almost a year; just expanding things now with additional queues due to the success we've had).

John

http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned

Answered 06/14/2012 by: jverbosk
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My blog post is working again, I'll be updating it soon as I've revised some ticket rules and created more queues.

John

Answered 06/25/2012 by: jverbosk
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