I've been working to configure the Kace Service Desk section and have a few concerns;

1. Is it possible to make the comment field required? This way users will have to provide a lengthier description of the request
2. Can the UI be changed at all? Specifically, place some of the text boxes next to each other instead of straight down the page
3. With the resolution field 'Required on close', is it possible to create a ticket and close it right away? Resolution field only appears after ticket is saved.
4. For new users who first log in; is there a way to make all users part of a default role?

I think thats all for now. Any assistance is appreciated.
Thank you.

PS. Does Kace provide some KB articles that can be imported so as to assist with populating it?
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1. It is not possible today to make the comment field required out of the box. You could implment this faq using FIELD_CHANGED='COMMENT' as an alternate (http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1085&artlang=en)
2. You can reorder the fields, hide them, change the label but not the extent you mention of formatting them
3. No it is not possible if you have that required
4. When users are created they are assigned a role. If you are using LDAP you can setup their authentication source (settings-> user authentication) with a role that they will inherit on first-time login or you can import users in advance (adhoc or a schedule) and assign a role then too. If you are not using LDAP then they will get the built-in "user" role and you can only change that role on the user list.

If you go to kace.com/support you will find a lot of faqs. Here is one on appdeploy I recommend: http://itninja.com/question/dll-registration6
Answered 03/31/2011 by: GillySpy
Seventh Degree Black Belt

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PS. Does Kace provide some KB articles that can be imported so as to assist with populating it?
We do not have any KB articles for you to populate on to your appliance, because every organization handles break/fix solutions differently. These will have to be created from your existing toolset (Word docs, old tickets/emails, other systems, etc.)
Answered 04/01/2011 by: cblake
Red Belt

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