Data Manager for Change Managment
Hello. We are attempting to implement the use of the service desk function in KACE for our change management process. Using a separate change management queue we have setup different request templates for CM's such as standard, minor, emergency, etc. MY question is that in the template you can select approvers. We have our CAB that can approve but we also require the data manager's approval. Listed the cab members is easy but the data manager is where it gets tricky. Is there a way to have an approval where when you submit the CM request you can chose the data manager/user from a drop down or a search box this way it goes to the correct person? I thought of creating a data manager label and adding that but i can see users getting upset if they are getting email notification to approve tickets that are not related to their application that they manage.
To add a custom lookup do this
Create your user label and add in the users you want to see
Go to Home>Label Management and click Labels
Hover over your user label and the ID will appear in the bottom left hand corner of your screen, record the ID number
Next go to your ServiceDesk Queue, click "Customize fields and layout" and go down to your custom field and select a custom field, you may want to click the little question mark next to the heading to get a clue as to what is going to happen next......
Edit your selected custom field, and make it a single select drop down.
Paste this text into the Select Values Field
query: SELECT USER.EMAIL, USER.ID, USER_LABEL_JT.LABEL_ID FROM ORG1.USER USER INNER JOIN ORG1.USER_LABEL_JT USER_LABEL_JT ON (USER.ID = USER_LABEL_JT.USER_ID) WHERE USER_LABEL_JT.LABEL_ID = "219" ORDER BY FULL_NAME ASC
Edit the code and add in the label ID that you recorded earlier, it is highlighted in yellow above.
Save your custom field and then go to the ticket layout section and add in your custom field so that it can be seen and used, don't forget to add it to your template too if that is appropriate.
Save your settings and then go to a ticket in the correct queue and see what you have....
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