All,

Our Kace person left the company.  I'm trying to create a simple queue.  I plan on going over all the documentation soon but right now could use some help getting a queue set up as follows:

1  Anyone can submit a ticket
2.  Ticket gets assigned to a single person who then approves the ticket
3. Once that person approves the ticket then there are 6 people that need to get notified.  These people should also be able to modify or close the ticket.

I'm having trouble with labels and getting users assigned to a label and also figuring out how those work inside a queue.

Sorry.  I know your probably slapping your head but this one person did the setup for our queues and no one else learned how to do them.  Thanks..
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Step 1: Get your labels sorted out.
In the admin console click Settings, Users.
You won't need a label for all users, there is a checkbox on the queue configuration to allow all users as submitters.
Create a label for the approver and assign it to that user. The easiest way to do that is perform a search for the user, check the box next to their row, click Choose Action, Add Label, enter the label name, click Add Label.
Create a label for the ticket owners. Similar to the approver label, just apply the label to all of the folks that need it.

Step 2: Queue creation
When you create the queue check the box to allow all users as submitters
For approvers, use the label you created above
For owners use the label you created above
Fill out the rest of the queue configuration. 
For your categories assign an email address for each category (if you can get away with just one category that will make things easier). I recommend using a distribution list that emails the folks that need to be informed (those six people with the label).
I would recommend using the system rules for notifications at this point. You can enable the notifications for approver and category CC as appropriate.

Answered 09/09/2015 by: chucksteel
Red Belt

  • OK. This was very helpful but when I go into Service Desk ---> Configuration. I don't actually see anywhere to add a queue. In this link I see where I should be seeing Queues.

    http://documents.software.dell.com/k1000-systems-management-appliance/6.3/administrator-guide/using-the-service-desk/configuring-service-desk/configuring-service-desk-ticket-queues/configure-ticket-queues
    • What version of the K1000 are you running? If you don't see the buttons for Settings, Queues, Process, etc. what do you see in Service Desk, Configuration?
      • I see Settings, Departments, Processes, Layout, Rules, Business hour and Holidays headings. Nothing that says Queues in particular. I found what you are describing under "Departments" then "New".
      • If you look under Service Desk, Configuration, Settings you will see that you can change the labels for certain items. On your KBox Queues has been labeled Departments.
  • Thank you!
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You also check out some hour long videos that can help in other areas as well besides Service Desk, which is there as well.

https://support.software.dell.com/k1000-systems-management-appliance/6.3/videos


Answered 09/15/2015 by: nshah
Red Belt

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