KACE Product Support Question

Researching options for opening KACE tickets to external customers

10/18/2018 394 views

Hello, We currently use KACE v8.1 for inventory and case management in our organization. We are looking to allow external users not apart of out network to access the system and create their own tickets. (We expect 30 ppl approx from an outside source to have this access.) Within the Admin Guide I do see the option of Email to Case config options. I am more so interested in what else is available?  We have entertained the thought of having their own web interface but I would need to research more( I am also not certain I seen this outlined in the Admin guide). Can anyone provide other options available to us? Nothing is outlined in KACE features.

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All Answers

There are some things you need to think of:
1. to work on the user interface the customers need to have access to it so you need to have the appliance internet facing. 
2. if you only want to let the customers manage their tickets via email, this is not nessesary but the users need to be known and are allowed to open tickets.
3. do they need additional access?

Usually a good idea would the following (I assume your internal people already using the service desk so no infrastructure changes for owners and managers need to be done) :
1. you have a group of users and give them a pre defined role (no access to adminui/ only to userui/, only service desk and knowledge base)
2. create these users in your AD (in AD they can have a no login or similar role, but they need to exist, that the appliance can import them)
3. Setup the service desk as you like and need
4. Provide the users the link to the servicedesk (http(s)://yourkbox/ ) and the credentials.
5. you are done
Answered 10/18/2018 by: Nico_K
Red Belt

  • Thank you Nico_K greatly appreciated.

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