KACE Product Support Question

Separate views for helpdesk technicians

01/07/2015 1098 views
Is there a way to create a ticket view for a Helpdesk technician that is separate from the administrator's view? There are certain fields in a ticket that will only be useful to admins and I'd like to hide them from the techs. I want to make it like the user view where only a few fields are visible to them and I (and other admins) can see the rest.
Answer Summary:
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  • I thought that version 6.x allows for custom views per login. We are still on 5.5.x.
  • I thought so too but I'm not finding a way to do it.
    • I just did a custom view in the demo area and it appears to stick. The custom view only shows submitters who have a name that begins with the letter "A"
      • Oh yeah, those are neat. I think the OP was looking for a way to customize the fields that show when inside a ticket. The best solution I've been able to come up is extra work and inconsistent. Create a separate ticket queue for your helpdesk tech's and customize the "Ticket Layout" to only show certain fields. Then move the ticket into that queue. When they are done with it, move it to your admin queue, add the changes, and close the ticket. One potential problem is if you have to move it back into the tech's queue you might lose some field values. I just tested with the priority field and the value didn't carry over when moving back and forth between queues.
  • Thanks for the clarification. The multi queue for each tech seems like a lot of work and prone to issues. What is the business case for each tech having a different view?
  • Thank you both very much for your help. Allow me to try and clarify. With my setup, our techs only need to see the user info (dept, phone #), category, device, comments and so on. Admins see that, and in addition, resolve the tickets, assign ticket approvers, and determine if the ticket is going to be a parent or child ticket in the case of group tasks or duplicate tickets. These are extra features that our techs don't need to see or modify, but our director uses for metrics. I would like to hide them so that it doesn't look to cluttered when it finally reaches the tech.
    • Makes sense.

Answer Chosen by the Author

You are talking about 3 security levels which as far as I can tell is not available yet.

You have a choice to set a user as either owner or nonowner. This means they either have access to edit all the ticket features or have access to limited features. If you don't mind having users have the same access to the ticket fields as your techs then set that as the default access for those fields and give your techs regular user access. 

There's a user voice request somewhere on that site that you can vote on if you'd like (or create a new one if you can't find it).

Answered 01/08/2015 by: h2opolo25
Red Belt

  • Thank you for responding. I will take a look at the user voice and post this as a suggestion.

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