KACE Product Support Question

How to allow only few owners the ability to close tickets on K1000 Service Desk Ver. 6.4

02/25/2016 613 views


We have setup 10 owners (using label) in our service desk queue but we'd like only the helpdesk staff of 2 to have the abitity to close a ticket.

Anyone knows how to do this?


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All Answers

The permissions in KACE aren't that granular, unfortunately. You could setup the queue to require approval on tickets and set tickets to require approval before closing. This would allow you to specify the helpdesk staff as approvers and once they approve that a ticket can be closed anyone (including themselves) could close the ticket. You could also create a custom rule that would automatically close a ticket once it is approved if you wanted to save a few clicks.

Answered 02/26/2016 by: chucksteel
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