KACE Product Support Question

Service Desk: Assigning a category to multiple tickets in a queue at once

08/17/2015 1905 views

Within the service desk, when working with the list of tickets we are able to select a number of tickets and assign them all to a given status, priority, owner or queue.

I would like to be able to do the same thing, but assign then to a category instead.

Is this possible?  And if so how?

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All Answers

In short, no this is not possible, only the items available on the choose action menu can be chosen, which leads me to ask why and also ask what it is you are trying to achieve?
Answered 08/17/2015 by: Hobbsy
Red Belt

  • We have setup to allow users to log tickets via e-mail, and the default category is unassigned. Usually the Help Desk technician can tell what category is required based on the ticket subject and we want to be able to update the category (and in turn update the technician assigned based on the default associated with the category) without having to open up the ticket itself. We have moved from an 'application' to the KACE web interface and the Help desk staff universally find it slow
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I get what you need, automatic allocation based on setting a category when logged. KACE is only set to assign a single category, the default defined on logging a ticket via email, so to change the category I think that you will have to save the ticket anyway so is probably not possible without opening the ticket. 
Answered 08/17/2015 by: Hobbsy
Red Belt

  • I don't think that is quite it - the ticket is already saved and has been assigned the category "Category Unassigned" which is the default. "Category Unassigned" has a default technician "IT Help". I just want to change the assigned category - the same way that priority and status are assigned a default value, and can be changed from the ticket listing (without having to open the ticket individually)
The default value for the Category is set in the settings screen for the queue, as with the other values the same value must be set every time. You are unable to change the category other than when you are editing the ticket, or if you run a ticket rule, sorry
Answered 08/17/2015 by: Hobbsy
Red Belt

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