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KACE Product Support Question


About Kace services desk process flow

09/15/2020 97 views

Hello everyone.


As i know, Service desk process flow is:


1. Submitter create and save the form. 

2. Owner/Approver will received the form (Stage 1) or if not setup the ticket Owner will back to Submitter. (Stage 1)

3. When stage 1 close will go on to stage 2 etc....

4. All stage done will complete the process 


My question is, if i want in step 1 submitter save the form, can select specify user after save? Or between every stage can assign specify user to follow. (not Owner)


Maybe use a simple scenario to explain:

My Company request a form for new joiner.

1. First ticket template HR will fill-in new join basic information then save. (go to stage 1)

2. Line-Manager will receive HR form and fill-in what hardware or software then close ticket pass to IT to purchase equipment and setup. (go to stage 2)

3. IT according Line-Manager provide info to prepare the equipment or software and close the ticket. (complete process)  


How can i pass to specify user (not Owner) to handle this flow?

Thanks a lots

Oasis

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