Best Practices Question

Allow user to cancel their helpdesk request on K1000

04/21/2015 899 views

I have gotten a couple of request from end users on how they would like to be able to cancel their own request.  Currently we do not give them access to the Status field nor would we want to. 

I was thinking of adding a Check Box on the ticket and setting an On Save rule so that if the box is checked and they save it a custom rule would close the ticket.  It seems a little hoaky so I wanted to see what others are doing to allow end user to close their own tickets.

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  • That might be the best way or a drop down that would trigger a rule. You don't want to expose the status to the end user so a custom field works best.

All Answers

Back when KACE actually used the K1000 for service desk tickets (I know, it's novel idea for a company to use their own software) they had a custom field for "Desired User Status". One of the options was closed if I recall correctly. I don't believe it automatically closed the ticket but that would certainly be possible.

Answered 04/22/2015 by: chucksteel
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