Lockdown here has given me a bit more time to play with some of the newer functionality that KACE now has. In particular ServiceDesk templates are now available and they can be used in a number of different ways, not least providing the ability to use your ServiceDesk Queue for a number of different end-user functions, whilst still maintaining only a single Queue.
With that in mind, I created a queue, taking the example that endusers may wish to log a ticket for a multitude of different reasons, and each of those reasons may require data to be provided, each specific to the task type selected and set out to use templates to enable the enduser experience to be much more clear when the data is requested.
Watch the following short video below as an example (or click here to view in Youtube full screen).
- Note the Useful link that starts the new ticket in the specific Queue
- Note the way that the fields requested change dependant on the lockdown and finally
- Note the way the ticket resets when no option is selected. (and watch out for the cheesy music)
If you have any ServiceDesk requirements that you think we can help with, just get in touch via ITNinja, web or email
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DASHboard for KACE - Your Metrics, Your Way, Your DASHboard
For more information about DASHboard click here
ServiceNow/ KACE integration appliance
KACE Benchmark Survey