KACE Product Support Question

K1000 Service Desk: Parent ticket option defaults?

09/13/2017 1173 views

Quick question - we are looking at moving our Helpdesk to the k1000 Service Desk but have run into the lack of ability to merge tickets, which is putting a bit of a downer of user acceptance.

One way to get around the issue (from poking around) is to make similar tickets children of a Parent ticket - this leads to two usability queries:

1) is it possible to have the "Allow this ticket to be a parent" checkbox ON by default?

2) Is it possible to have the "Show child comments" checkbox/option ON by default? 
Turning this on is not saved between visits to the parent ticket, which is irritating.

I have looked in the Configuration pages exhaustively but cannot find anything resembling these options -happy to be told I have missed the setting!


0 Comments   [ + ] Show comments


All Answers

You can use a service desk rule to check the allow parent box, but that won't change the default state of the checkbox. It would allow you to change the IS_PARENT value for the ticket when it is saved.
Answered 09/13/2017 by: chucksteel
Red Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ