Best Practices Question

Employee separation process with HR and Tech queues

07/25/2020 109 views

I want to setup a workflow for HR to offboard and onboard employees.  Ive setup a process ticket in HR and also Tech queues but things are messy.

1.  When the child gets placed in tech queue the relevant fields arent displayed. Now the process show mind you with the parent ticket but when a tech queue users clicks on it he or she does not have access (thats a good thing!).  So while I as an admin can work the ticket because I can open the parent and see the relevant data the reg techs cannot. 

I looked at adding the fields but custom fields dont cross queues well.. if custom 1 is "golden ID" in HR and custom 1 in tech is "hardware" the golden ID gets copied to hardware. What a mess.

Am I approaching this whole thing wrong?  I mean Im sure KACE is setup to do this simple process task.

We are running KACE SMA 10.2.234 (latest as of today).

2 Comments   [ + ] Show comments


  • Update: I discovered if the tech is not in the admin UI cant open the HR Parent. How my problem is that not only can the users see all of the parent ticket but can also modify it. this is not good.
  • Barchetta, this is not going to be resolved with an ITNinja answer, as you need to provide a whole host of information as to how you have setup the queue and how you intend it to work, which is a complex conversation. To discuss and investigate the alternatives I suggest you contact your local KACE PS Team to setup a call, or any other expert on here or even contact me via my profile as I would be happy to jump on a call and investigate.
    • Thanks for offering to discuss. Will talk to you soon and update this question.

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