I have a question about service desk roles and was wondering if I could get your input on it. I would like to create a role that would be considered self service, that has the ability to only put in tickets with minimum options (subject, comments, location). I also would like the role to only see tickets they have created and not be able to see or make changes to other peoples tickets. Would this be possible in Kace Service Desk?
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What you're describing is the default behavior of the Service Desk. There is no need to create a special role. When designing your queue, you can specify whether each field is visible to ticket submitters or hidden (i.e. only ticket workers can see specific fields). Also, ticket submitters can only see the tickets they have submitted - this is default behavior.
Answered 08/17/2010 by: airwolf
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Thank you for your reply I will check into changing the ticket queue. Also one other thing i noticed I have a role that is has no access other than read access to the "UserUI HelpDesk/Service Desk". However when I am testing this role I am still able to delete other peoples tickets by putting a check in them and using the drop down. Should this be possible with only read access?
Answered 08/17/2010 by: young020
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Ticket Submitters cannot delete tickets, but Ticket Owners can. UI permissions have nothing to do with Service Desk queue permissions. UI permissions make the Service Desk visible or hidden in the Admin Console, but Submitter/Owner permissions control what can be done to tickets themselves. For instance, a user with Read permissions to the Service Desk tab in the Admin Console who ALSO has Ticket Owner permissions in a queue can still delete or modify tickets in that queue. The Read/Write UI permissions control the ability to modify the queues, not tickets within the queues. If you want someone to have Read Only access to view tickets in a queue, that isn't possible. In order to see all tickets, you've got to be a Ticket Owner, and Ticket Owners have full control over tickets. Unfortunately, it's an all or nothing kind of thing.
Answered 08/17/2010 by: airwolf
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We have a self-service queue in our helpdesk. It's the queue where customers can change their passwords and contact info. If you have a support account try it out at :
https://support.kace.com/adminui/ticket.php?QUEUE_ID=12

This isn't a 5.1 servicedesk but this part functions the same. The only customization we have that's not OEM is the instruction text at the top.
Answered 08/17/2010 by: GillySpy
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This gets quite confusing. I have a feeling using this at my organization may not be possible after all.

I was needing really 2 types of users for our service desk. A self service user that has a very dumbed down limited list of choices to create a ticket. Then after the ticket is submitted it would go to the correct owner based on the category picked. I would not want the submitter to be a owner of a ticket so they would not have the ability to mess up other tickets, we would end up having people delete tickets just to have theirs come up faster.

Thank you for your answers, it has helped me get a better understanding of roles. Unfortunatly our organization purchased Kace 1k and 2k and I was not not involved in the purchase or training. Now that time has passed and the people trained has not made any progress, I get put in charge of it and have to figure it out for scratch. [8D]
Answered 08/17/2010 by: young020
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I think i just found out my big problem. I had a label attached to the account I was testing with and that label had much more privileges than i realized.

Thank you again
Answered 08/17/2010 by: young020
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