So we have a Service Desk setup for users to send IT their problems, but now we are wanting to expand it. We would also like to use it for HR to request new users to be added. This would require different fields to fill out then our current Support Ticket form. How can I go about setting this up?
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Create a second queue for your HR submissions. Each queue can have its own set of people to submit and/or manage tickets with different fields, different email address, etc. 

See: http://www.kace.com/~/media/Files/Support/Documentation/K1000/v60/K1000_ServiceDesk.pdf

page 74 or so. 

Answered 07/17/2014 by: MacDude
Fifth Degree Brown Belt

  • This is exactly what I needed! Thanks!
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If you haven't already done your JumpStart training, I'd encourage you to discuss queues in more depth with your Koach. Additional training hours are also available if needed. Service desk training actually includes an importable HR queue and examples for other types of departments in the training curriculum. 

We also have a number of free online Kontinuing Education recordings and upcoming sessions that you might find useful. Visit www.kace.com/kke for the recording archive and upcoming schedule for live sessions. 

Answered 07/17/2014 by: cblake
Red Belt

  • Thanks! I will definitely check out those upcoming sessions!
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