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KACE Product Support Question


K1000 - Restricting Process Tickets per User

08/28/2017 1093 views
We want to create various Process tickets for departments, but we only want people in those departments to be able to see and create the Processes specific to their department. We do not want separate queues. For example, HR would see the process ONBOARD NEW HR HIRE, but maintenance would see ONBOARD NEW MAINTENANCE HIRE. Can this be done? I am not seeing where to define the user labels who have approval to create a process in the process templates section. Thanks!
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  • You probably won't achieve that without creating separate queues. Kace uses labels to separate the different queues.
    • Bummer. We really wanted to avoid having dozens of queues, but I guess that is what we will have to do. Thanks for your time!

Answer Chosen by the Author

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The challenge here is that different processes may require different ticket data, hence the need for separate queues, If the new HR hire and New Maintenance Hire tickets contain identical information, there is no reason why they could not both share a queue for the initial ticket and the process then branch into separate queues or tickets. Also you can restrict the view of processes by un-ticking display process to all users then creating labels of authorised users.
Answered 08/30/2017 by: Hobbsy
Red Belt

  • Un-ticking "Display Process to All Users" is exactly what I was looking for. I can create labels such as "HR Manager" and add the users I would need in that group then only give HR Manager access to view that process. Thanks!

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The challenge here is that different processes may require different ticket data, hence the need for separate queues, If the new HR hire and New Maintenance Hire tickets contain identical information, there is no reason why they could not both share a queue for the initial ticket and the process then branch into separate queues or tickets. Also you can restrict the view of processes by un-ticking display process to all users then creating labels of authorised users.
Answered 08/30/2017 by: Hobbsy
Red Belt

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