Service Desk best practises
Morning/Afternoon all,
We are planning on moving from a 3rd party service desk application to the service desk included on the K1 appliance. Before we go ahead and get everything all set up and rolled out live, I was wondering if anyone had any best practises/gotchas/advice on this? I'd prefer to get the thing set up correctly from the get-go.
Cheers. Dave
We are planning on moving from a 3rd party service desk application to the service desk included on the K1 appliance. Before we go ahead and get everything all set up and rolled out live, I was wondering if anyone had any best practises/gotchas/advice on this? I'd prefer to get the thing set up correctly from the get-go.
Cheers. Dave
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Posted by:
ronco
12 years ago
Dave,
There are several KKEs (KACE Kontinuing Education sessions) that you can review that will help. There is also the Service Desk Admin Guide that will walk you through the basic functionality.
There are several KKEs (KACE Kontinuing Education sessions) that you can review that will help. There is also the Service Desk Admin Guide that will walk you through the basic functionality.
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All current recordings are accessible at www.kace.com/support/training/kke/archive
A newer recording of this topic may be available at the archive. - ronco 9 years ago
Posted by:
Roonerspism
12 years ago
Dave,
Make sure you have a really good plan for the sorts of custom rules which you'll want to impliment on your service desk. Keep in mind that the K1 can be pretty robust with custom tickets and you may need some good knowledge with MySQL if you dont already.
Examples of some custom ticket rules which we use on all of our queues to ensure a standard of usability accross the board: Ticket rule to allow anyone to reply to and close a ticket without re-opening it. Ticket to update a field with the 'time since ticket action'. A ticket reminder for creation which emails all support staff. Ticket rule which re-opens jobs on client reply and emails support staff. Ticket rule which captures specifically formatted emails to perform tasks on the kbox.
It'll work okay out of the box but you can make it really rock by planning and just brainstorming what you want.
Also remember if you're going to by shifting tickets between queues you should try and keep the field names the same or you'll need to rule around the changes between the two.
Make sure you have a really good plan for the sorts of custom rules which you'll want to impliment on your service desk. Keep in mind that the K1 can be pretty robust with custom tickets and you may need some good knowledge with MySQL if you dont already.
Examples of some custom ticket rules which we use on all of our queues to ensure a standard of usability accross the board: Ticket rule to allow anyone to reply to and close a ticket without re-opening it. Ticket to update a field with the 'time since ticket action'. A ticket reminder for creation which emails all support staff. Ticket rule which re-opens jobs on client reply and emails support staff. Ticket rule which captures specifically formatted emails to perform tasks on the kbox.
It'll work okay out of the box but you can make it really rock by planning and just brainstorming what you want.
Also remember if you're going to by shifting tickets between queues you should try and keep the field names the same or you'll need to rule around the changes between the two.