The roles that I'm talking about are in the Service Desk/Configuration/User Preferences. I have the option there to define who can be a submitter (by label), who can be an approver, and who can be a ticket owner. What are the differences between these roles? What are their permissions? What is their access? Who can redirect, reassign, or close a ticket?

Thanks for the help.

 

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The three sections in the Service Desk Configuration allow you to determine who should be in the list for each of those sets. The list themselves are managed by Labels applied to Users. 

A typical Service Desk set up would be the following, although there are certainly other choices:

  • Allow All Users as Submitters - This allows anyone who has logged into the K1000 or has been imported into Settings --> Users to submit tickets to the Service Desk Queue. 
  • Allow All Users as Approvers - This does the same thing, but instead of allowing tickets to be submitted, it allows the users to be listed in a list of possible Approvers. This could be limited to a User Label (such as 'Managers') if you create the label for that group. Otherwise the list would be all of the possible users. This only comes into play if you have the Approvers filed available in the ticket. 
  • Owner Label - This should be set up to a User Label that consists of the people you want to be able to Own Tickets. Anyone in this User Label will be able to see and work on tickets within the queue. 
Note that there is a Guide to this and other aspects of the appliances available via: http://www.kace.com/support/resources/documentation

or directly via: 



Answered 07/14/2014 by: MacDude
Fourth Degree Brown Belt

  • Thanks for the help MacDude. Appreciate it!
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