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KACE Product Support Question


Kace Processes

11/19/2013 5743 views

Hello together,

today i will use the Processes under ServiceDesk.

I create a Process with for example 1 Parent-Ticket and 3 Child-Tickets.

If i go to the Service-Desk an "say" New Ticket and start the Process then the Parent- and Child-Tickets add to the Servicedesk and have the Status "New"

That is already right. But i will in the Parent-Ticket define some things/variabels

 

For example:

AD-User (Yes or No) = YES

Smartphone (YES or No) = NO

Now i will be have a Ticket for the IT-Helpdesk how contains that they add a AD-User

For the smartphone i dont want a ticket. But if smartphone has the value YES, a Ticket is required.

I want all in one Process but i dont know how!

My Idea is to add a new Queue with for example smartphone@company.com. If the Value of yes it send a Mail with the Userdata to the Smartphone@company.com an a new Ticket will be open.

Thats ok but not fine or what think you ?

The best solution is one Process with all Tickets for this Companyprocess. Then only when all Childprocces been closed the Approver can close the Parentticket.

Thank you for youre help.

 

greetings

Johnzko

Answer Summary:
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Comments

  • This is the only question I can find on this topic, and the method used to solve it seems to no longer work. Kace will no longer open a ticket on an email sent by the the kace box itself?

All Answers

1

I have find the option to set a stage to the child-tickets. Now the difficult thing is the child-tickets to give them vars from other tickets the stay over them.

 

Answered 11/20/2013 by: Johnzko
Orange Senior Belt

1

see solution here:

http://www.itninja.com/question/kace-service-desk-variables-parentticket

Answered 11/21/2013 by: Johnzko
Orange Senior Belt

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