SMA service desk process stage dilemma

Im creating an onboard ticket in our HR queue which creates child tickets in numerous queue.  The problem is I have run into a challenge because once the IT child ticket to create user account (stage 2) is created I need to create a child to build the PC for the onboard. Problem is that there are multiple stage 2 tickets and I cant wait for those to be done to have the pc built.  SO if I make it stage 3 its stuck until all stage 2 are done.. I also cant make the user account create stage 1 because it would hold up all the stage 2 tickets.

I tried to take the user create Child a child from it but if I do that its not visible any longer in the parent and the parent can be complete before the pc is setup which is misleading because its not done.

If I create a 2nd process for HR for Pc create: A) that kinda sucks B) they have to retype in the user information.. but Im guessing this is my only option. I would love it if someone can find a fault in my logic and I can keep this all in one parent nice and neat.



  • I would suggest you always create the child ticket to PC to be setup, have an option in the Parent ticket ti say if a PC is required and then configure the ticket rules so if the parent says PC not required, the child ticket for the PC is closed automatically. - Hobbsy 1 year ago
    • I should have been more clear. the pc setup cant be done until the user account is created. So they would have to keep coming back to see if the user account is created. We want this to be very automated and this is a manual process to have to keep checking AD to see if the account is created. We have decided to hold up ALL of the tickets until AD account is created which is a shame because many of the tickets could have begun right away. Kace really has some limitations. - barchetta 1 year ago
      • I know we've discussed this, and to be truthful, a blog is not the place to have this discussion, but if you can define your process, including the logic behind what you need logging and when it should be logged, then, and only then can we make the call that KACE is the limitation....... - Hobbsy 1 year ago
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