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Systems Management Question


Can I display our K1 Helpdesk Queues on an independant monitor.

01/25/2015 1402 views
I have been asked by our IT Director if there is a way to display our helpdesk Queues on a monitor or tv so all of our techs in the room can see a real time status of our queues as we see them when logging in to our adminui screen at our desks.  Not sure of the benefit of this as of the moment, but non the less, I am looking for help.  Our current environment is a K1000 System Management Appliance running 6.2.109330.  We have 4 techs and all work out of the All Queues view with a primary Service Desk Queue.  I had toured a Data Center recently with this setup, but don't think they were using Kace.  Any help would be greatly appreciated.
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There are a few approaches you can take to this. You could as you say just display All Queues on a monitor or screen with a help desk user login. This doesn't really offer you an at-a-glance view of the tickets. Two solutions we employed, one was to create a webpage that queries our Kace database to display the number of opened tickets per queue and the number of tickets closed today, the other is a metrics webpage using Kace BootStrap. I highly recommend both of these solutions. Designing your own webpages allows you to display specific queue information. Kace BootStrap will allow you to give a graphical representation of call metrics. You can find bootstrap here:-

https://github.com/jasonrap/KaceBootstrap


Answered 01/26/2015 by: Druis
Third Degree Green Belt

  • Does Bootstrap work in v6.2? And im assuming nothing built into Kace for this.
    • Bootstrap works independent of Kace. Build a simple Apache webserver and put Bootstrap on it. Read through the instructions as to how to change the files to pull the data from the tables on your Kace Database.
      • I tested it and it does work. Take note of the version of php it's using since you will not be able to use the newest one without major code modification.
        Nothing built into KACE that's useful in this category.
  • Thanks for the info, I will look into it.
 
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