KACE Product Support Question
Common Service Desk Ticket Templates?
02/01/2016 3357 views
First off, I am new to the KACE system entirely. Our department is going to be taking over the service desk role for the corporation, and as they use the KACE K1000, they want us to use the integrated Service Desk. I've only experience with ServiceNow and ConnectWise, so I know what I'd like to see but can't seem to make it happen.
Is there any capability to create auto-populated templates for common tasks? I've seen some discussion about using Processes, but I can't seem to grasp how a multi-ticket process will work for something that only needs one ticket. And while we're on v6.3.xxxx, on slideshare (http://www.slideshare.net/DellSoftware/dwuf15-improving-enduser-support-with-the-k1000-service-desk?next_slideshow=1) it seems to suggest v6.4 has templates. Is it just a renaming of the old Processes page that I see on the older version?
For example, they list Password Reset as a template, but the description of the template process suggests it is creating multiple tickets as a workflow. I don't understand why a password reset would need multiple tickets. They request a reset, we quickly auto-populate the ticket with common fields, and then reset the password and close the ticket. Am I missing something? Is there an easy way to accomplish this so that the common and trivial service desk calls can be quickly filled in without requiring multiple steps?