Implement Location (Department) in KACE Service Desk Tickets


I'm hoping to sort out a way to add a Custom Field (as one doesn't exist) in the KACE Support Desk tickets that auto-populates with the Requester's (User) Location in the same manner that it attaches a list of Devices once the Requester field is populated.  We need to filter the number of tickets per department and having it auto-populate a field based on the user profile in KACE that is pulled via LDAP would be really handy instead of a Custom Field built with a "select one" that you just pick a department.

Thank you!

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Answers (2)

Posted by: Mashby1 2 years ago
Purple Belt
I think the custom ticket field with the options still needs to exists (like the drop down you are mentioning), but you could create a rule that updates this on save or submit or whatever.  

This answer goes over how someone else achieves a similar goal:
KACE Product Support : KACE - set ticket location (custom field) from user location? (itninja.com)
Posted by: Hobbsy 2 years ago
Red Belt

The challenge is drop down or just text, if you want to populate a drop down with preset locations then it becomes complicated to join tables so that the location id associated in the user record becomes the correct location description in the drop down. If you are confident that the location name stored in the user record is ok, then just populate the custom field with the text.

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