Best Practices Question

How can you tidy up the "ticket" layout

04/12/2018 491 views

How can I tidy up the ticket input screen layout (the default is a mess). Generally when implementing these systems I would take into account

-Field Alignment



-Conditionally required fields (a value needs to be added to a field based on a value in another field)

Is there anyway to tidy this up (e.g. Remedy, Infoman, ASIM, Vantive, etc)

regards TOny

PS. Also where do I define the sub-queue values (e.g. Solutions delivery might have a sub queue of DBAs )? (The queue hierarchy is not great)

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All Answers

This is mostly done in the filed Layout section of the Queue configuration

Go ServiceDesk > Configuration > Queues

Select your queue

select the Customize fields and layout link and scroll down to the Layout Ticket Fields section

You can reorder, hide, add in dummy fields to provide spacing and make mandatory.

You cannot change colour and the layout takes a bit of getting used to.

If you are asking about "sub-queues" I'm going to guess that you have not had any training or guidance on what a queue is in KACE. I would suggest you try and find some KKE's or try the new courses for training.
Answered 04/13/2018 by: Hobbsy
Red Belt

  • Thanks for your help. Yep the terminology re Sub Q's is probably not correct but the structure of the tool is another short coming. Every tool that I have implemented in the past (Infoman, ASIM, Remedy, Help Desk Manager, Vantive, HP Sevice Management, Peregrine Service Manager) had the ability to allow for cases to be passed from Q to Q which reflected the org structure. I am responsible for the Development team so as manager I want to see all cases (incidents and requests) for my team. But within that team the (e.g.) the DBAs have a Q (the don't want the developer cases in their Q and I still need to be able to view ). This whole process is overly complex (e.g. when I define a Q it is unique so that updates have to be done Q by Q).
  • Went to that Submenu. While it seems to allow me to change the order it does not allow me to align them or even create two columns or section the screen (e.g. all the entry information is at the top of the screen then the status information is next ). Maybe I am expecting to much. Having been down the cognitive approach previously screen layout and sequence can have an impact on the quality of the data that is entered. So it is important. Easy entry makes it better.

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