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Best Practices Question


Employee separation process with HR and Tech queues

07/25/2020 254 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

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.

All Answers

0

Just for the info of you ITNinjas out there, we jumped on a call, worked out what needed to be done and over the next few days provided SQL to copy the data etc as required. Sometimes it’s good to reach out and spend some time with other Ninja’s ;o)

Answered 08/05/2020 by: Hobbsy
Red Belt

  • Yes, thanks very much.. was able to copy from parent to child. I then had a need to copy from child to parent so that the next stage child had relevant information.. I could not modify the parent but here is a script which works. Three values need to be set.. stage, service ID (hover over your process and look at bottom of browser), and your custom field values.. you must subtract 1 from what shows in your portal for custom ID because 1 is really 0 in the DB.. that is terrible but it is what it is.

    Also if you want it to happen on any update remove s.state = "closed". I wish more people would share in this community. We need a library and KACE needs to update its helpdesk system in a bad way or its not going to survive.. probably not many using it.


    select
    distinct HD_TICKET.ID
    from
    HD_TICKET
    join HD_TICKET_CHANGE C on HD_TICKET.ID = C.HD_TICKET_ID and C.ID = <CHANGE_ID>
    join HD_SERVICE_TICKET ST on HD_TICKET.SERVICE_TICKET_ID = ST.ID
    join HD_SERVICE SERVICE on ST.HD_SERVICE_ID = SERVICE.ID
    join HD_TICKET PARENT on HD_TICKET.PARENT_ID = PARENT.ID and PARENT.IS_PARENT
    join HD_STATUS S on HD_TICKET.HD_STATUS_ID = S.ID
    ,(select S.`VALUE` ticket_label from SETTINGS S where S.`NAME` = "HD_TICKET_LABEL") settings
    where
    S.STATE = "closed"
    and SERVICE.ID = 21 /* New Hire process */
    and ST.ORDINAL = 1 /* Stage 1 */


    update
    HD_TICKET
    join HD_TICKET PARENT on HD_TICKET.PARENT_ID = PARENT.ID and PARENT.IS_PARENT
    set
    PARENT.CUSTOM_FIELD_VALUE23 = HD_TICKET.CUSTOM_FIELD_VALUE0 /* Golden ID */
    where
    HD_TICKET.ID = <TICKET_IDS>
 
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