Hello,

We are 4 guys with a new Kace system. Sitting in the browser, refreshing the page every now and then to catch new incoming tickets is not a good solution for us. Today we must log on, open helpdesk and View by: All tickets to see new ones. Is one of the following possible:

1: Get a popup from the Kace Agent on every computer a "All tickets owner" is logged onto every time a new ticket is created. This will ensure that our email doesn't get filled up in the evenings/at night, and a quick response at daytime (one of us is always close to a computer). Alarms/alerts will be sent directly by phone/mail to me outside work hours.

AND/OR

2: All 4 of us get 1 email when there is a new ticket. I've read some examples where people get a new mail every 15 minutes until its assigned to someone - we want to avoid that one. In the first round, I'd only like to receive the topic. Then I'd like to be able to reply and set myself or one of my colleagues as owner (same for my colleagues), and the case would be sent by email to that person. Why? Because I travel a lot, and some things I want to answer from by mail on my phone as quickly as possible.

Of course, these are my ideas as a "fresh" Kace user. If anyone has a good routine that does not force them to sit in front of the computers refreshing all day and without flooding the mailbox, I'd love to hear about it.

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For #1, submit that as a feature request here: http://kace.uservoice.com/forums/82699-k1000

This is specifically for your default ticket category, but can be followed for the other categories. It also assumes you have email set up on your KBOX.

Go to: Service Desk>Configuration>Queues>your queue>

Check what your default ticket category is. 

Click into Customize Fields and Layout.

Find the default ticket category under Category Values and add email addresses or an alias to the CC List.

That will cause an email to be sent to the email address/alias provided when a ticket is submitted under that category.

It's covered on p.26 in the K1000 Service Desk Guide: http://www.kace.com/support/resources/~/media/Files/Support/Resources/Documentation/K1000-Service-Desk-Admin-Guide-v53.ashx

Take a look at these sites. There's a ton of knowledge here.

K1000 KKE's: https://support.software.dell.com/k1000-systems-management-appliance/kb?k=KKE


Here is jverbosk's blog post about setting up the service desk: http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned

Answered 08/08/2012 by: jknox
Red Belt

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If you have multiple categories, you may also want to check out the solution to my similar problem.

http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket

 

Answered 08/08/2012 by: grayematter
Fourth Degree Black Belt

  • Nice!
  • Thanks grayematter, I will test this!
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