KACE Product Support Question

KACE Service Desk - Creating Quick Tickets

08/10/2015 2103 views
Is there a way to create a quick ticket where you open, add detail and close the ticket without the ticket being visible to the user, ever and without them being notified.

We still want to log a ticket against a user but sometimes it is necessary to log a ticket without the user being aware or seeing it in their ticket history.

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All Answers

You would probably have to create a custom field that populates all the users and then use that field. If you put the submitter in there it will send off an email.

Alternatively you can create a custom queue for those types of tickets and change the settings to where the submitter is not notified about anything.
Answered 08/10/2015 by: h2opolo25
Red Belt

I have created a queue like this before.  It was an HR queue.  We want users to be notified when they are creating things like IT tickets.  However if someone is raising an HR case we may very well want to raise the ticket without notifying a user that an HR complaint has been logged for them.  We did not use the submitter field for the user though.  We utilized a custom field that would not trigger any notification and as such would not show up in submitter history.  You need to take a look at the type of issue youre working with to determine whether or not a separate queue is right for you.  
Answered 08/10/2015 by: WhitzEnd
7th Degree Black Belt

I have one like this as well. It is for the techs to log when they have unlocked a user account. The user doesn't need to know this. I have one custom field where the Field Type is set to Users. The only other option there is the comment field. Everything else is set to Hidden or Not Required. Even the status is set to Closed on default so they don't even have to update that.
Answered 08/10/2015 by: AndrewQ
Green Belt

  • So is this a second queue as well?

    How do I stop the users from seeing in in their list of completed tickets?
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    • I don't understand that at all! Sorry.
    • For mine it is a separate queue that can only be accessed and viewed by the techs. That way a tech is the submitter and not a user. The list of users is one of the custom fields. That's how I tie it back to a user. The tech makes their updates and then closes the ticket.
Or create a process for the quick call, but only create the parent ticket in the process, populating it with all of the data you want. When you need to log a quick call you just select a process, you may need to only make the process available to be logged by IT staff so customers do not use it by mistake.
Answered 08/11/2015 by: Hobbsy
Red Belt

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