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KACE Service Desk Virtual User Group

KACE Service Desk Virtual User Group

Are you a Service Desk User? If you are interested in joining a KACE Service Desk Virtual User Group - for and by KACE SMA users - let us know by dropping us a quick email here: KACEServiceDesk@quest.com. If there is enough interest in forming this group, you will be contacted with the details soon. Thanks in advance for your interest!

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KACE Service Desk Virtual User Group Webinar - Recording

Inaugural KACE Service Desk Virtual User Group Webinar

Miss the webinar?

No problem! Listen to the recording now: Play recording

Download the Onboarding Templates that were demonstrated on the webinar. You can also upload scripts or other helpful info on that page if you have anything you would like to share.   

Get involved!

•Become a Service Desk Virtual User Group Member
•Participate in the Beta for KACE SMA 10.0 (future)
•Be a presenter (15 minutes, 50 minutes... whatever works for you)
•Join the UX Team and helps us build features for users like you - by users like you. 

Interested? Just send an email telling us how you would like to contribute to:

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Interested in presenting at out next KACE Education Virtual User Group Webinar in June?

Have you thought about sharing something cool with the Team? We are looking for presenters for the next KACE Education Virtual User Group Webinar in late April. Whether you want to do a 45 minute presentation or a 15 minute informatl presentation, the other members will appreciate any cool tips and tricks that can make their lives easier. Many users do not fully employ all their great KACE appliance features and you may be just the person to get them up to speed so they can get the most return on their investment. 

Interested? Just drop us an email at: KACEServiceDesk@quest.com

Thank you in advance for your kind consideration!

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Interested in joining KACE Product Management and Development for some User Experience input?

Hi Service Desk User Group Members!

If you would like to participate in some upcoming User Experience feedback sessions, we would love to hear what you have to say! This is a great opportunity to help build new features for users - by users. If you are interested, please drop us an email at: KACEServiceDesk@quest.com

Not a member yet and want to join? Let us know: KACEServiceDesk@quest.com

Thanks for your kind consideration. 

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Dropping service desk tickets into unassigned queue when engineer is out of office.

The key here is to have your engineers create this rule in Outlook and use it instead of their Automatic reply rule when out of office.

1. The ticket owner creates an email rule which replies to any emails sent from the KBOX service desk to them, with an arbitrary value such as: "kref:ooo" and an ,except if, email contains the words, Owner Changed to.

2. You add, in Queue Customisation, Priority Values: called ""Engineer Out of Office"" and make this a different colour (Yellow)

3. The rule looks like this:



Note: Owner Full Name - <just leave this field blank>

So here's what happens:

If a submitter emails the ticket queue then the rule kicks in and changes the owner to <blank> and updates the Priority to ""Engineer Out Of Office"" thus dropping it back into the active and unassigned queue and highlights it for your other engineers that an OOO rule has kicked in and that someone has replied to an open ticket.

Clear as mud?

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