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KACE Product Support Question


K1000 Service Desk Changes on 7.0?

12/14/2016 1290 views
Hey All,

I recently upgraded my K1000 to 7.0 and received an unwelcome surprise on the Service Desk side.  It seems that the Submitter, Asset, and Device fields have all been moved to the left side of the entry side, causing my entry views to be all messed up. They all used to be in a partition to the right (like how the ticket looks after it has been submitted.  It also has my Knowledge base articles as a staple top line that I can't even hide.  Is there a reason for these changes?

The reason why I ask is because it has completely messed up the flow of my Service Desk tickets, and I can't get them to look quite right again.

Has anyone else run into this issue as well?  What have you folks done about it?

Thanks in advance!
2 Comments   [ + ] Show comments

Comments

  • I'm experiencing the same issue. It appears the K1000 7.0 upgrade merged the third column (for me its Submitter, Asset, and What Piece of Equipment) into the two primary columns. I do get the third column with those three fields to show up properly under "Owner - Editor" view. It used to always show up that way. Hopefully they'll fix it with the next update.
    • I am hoping that this is a bug as well.
  • I have the same problem. Fields that we used are now missing. Out of sight, out of mind. I'm having to rebuild the ticket layout from memory. This is not good.

All Answers

3
You can change the layout of fields. A few new features were added, for example - 'preview form as...' which allows you to preview your ticket form as it will appear to different user levels you've configured. A new 'enhancement' was the ability to re-arrange any field that appears under the layout ticket fields under service desk > configuration > queues > [queue name] > ticket defaults > customize these values > layout ticket fields. You can drag them around to rearrange them, and then use the preview feature to see how it appears to users/admins.
Answered 12/16/2016 by: rrjustin
Senior Yellow Belt

  • I do use that feature quite often, but I really don't understand the reason why the entire entry format has changed.

    I guess what I am getting at is that all of my ticket queues need to be edited because of this one change, just to make my tickets look presentable again.

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