We are using KACE 1000 and the ticket status "cancelled" does not show as being closed. Why it that?
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Answer this question or Comment on this question for clarity



you'd ask the question to the KACE administrator that created the queue.
There are only three real status in KACE for the ticket:
  • Open
  • Stalled
  • Closed
All the other status are ''descriptive'' and other can be added as well but they need to me mapped with one of the three real status.
 Kind regards,
 Marco - StockTrader

How to map ticket status:
Answered 02/01/2016 by: StockTrader
Red Belt

  • How do you map them?
    • From the administrative console (http://yourkace/admin) you need to go to Helpdesk -> Configuration -> Queues -> the queue you want to amend -> Customize fields and layout
      Then you need to act on the Status Values section.
      Kind regards,
      Marco - StockTrader
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Although the Status Cancelled was already marked as Closed, it also requires the word closed included. All queues were changed to reflect Cancelled- Closed
Answered 02/03/2016 by: rnoguera
White Belt

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