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KACE Product Support Question


About Kace services desk process flow

09/15/2020 186 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

1 Comment   [ + ] Show comment

Comments

  • Hi Fabio

    Thanks for reply the question. i will try this way for this. But may i have another question. Can kace have Owner pass to Owner function or need custom rules to do this?

All Answers

0

Hello,

In your question you have some challenges.

1 - What are the information of the new joiner will be needed? ( name, title, department, center cost)

- One way is use on the comment field of the first ticket, with a text default in the template. like:   name:  title:  department:

- Best way, use some custom fields to hold this informations.  maybe in this time you dont have and this name is not a user yeat. 

according the process, you can have a task to create the User.


just after that you can assign to assets (devices, department, center costs, etc), but not the submitter of his ticket (i guess).

suggestion, use a task to assign the devices to user.


 Thanks


Fabio Mello

Answered 09/22/2020 by: fmello
Orange Belt

 
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