KACE SMA - Tier support?

We having been running kace helpdesk for 1.5 yrs now and are moving to a tier level support structure. It seems like this is a simple basic function but I dont see it in the admin guide.

The workflow would be: level 1 fields the ticket; if need be escalates to level 2.    Simple as that... 

Level 1 engineer needs to reported as spent X time on ticket.

Level 2 engineer needs to be reported as spent X time on ticket

Ticket needs to be reported from open (level 1) to close (level 2)

I dont see how this can be done in kace.  Im experimenting with creating a child ticket and then assigning to level 2 engineer. But then the parent must remain open. So then the time the ticket is open with level 2 reflects level 1 engineer.  I could put the parent into stalled mode but the timer on the ticket is still ticking.

"Escalation" in kace is nothing more than a "kick in the rear" timer.. so not really helpful in this regard.

Anyone come up with a method to properly handle tiered support so it can be reported on to reflect the time involved with each engineer and not generate all sorts of tickets manually?

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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt

We can handle that in a number of different ways, and have done so for a variety of customers. You could also make use of the work time feature to record both 1st and 2nd line activity time.

What you really need is a conversation to investigate what you would like, what is possible and what is not, please contact me and we can setup a call.


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