Service Desk Process
We are finalizing our processes in the KACE Service Desk and are running into a roadblock with them. We have created a process that allows specific people to request laptops for staff members. The main ticket goes to an approver who then accepts or declines the request. Ideally we want the approval of that ticket to create a ticket that goes to the tech department with the requisite model. From there a couple more steps occur but the first two are the most important. The problem is that when the Initial request ticket is created, the setup ticket is automatically created as well. Is there a way to have the second ticket not auto create until the first ticket is approved?
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Posted by:
GillySpy
12 years ago
Unfortunately, you can't apply a process to a ticket already in a process. Otherwise, you could have a process to create the TD ticket and apply it to the approver (existing child) ticket to create a grandchild.
simple: You could have your process create both tickets (approval and tech dept TD) as siblings. The TD ticket would be listed as "pending approval" status or something. The approver would approve it and manually update the TD ticket to a status like "approved".
compromise: create both tickets and have a rule update the TD ticket when the approval goes through.
advanced: You could have the action of approval trigger a rule that would open a ticket in the tech departments queue. This would be a combination of:
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1046&artlang=en
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=719&artlang=en <-- except it wouldn't be on a schedule
simple: You could have your process create both tickets (approval and tech dept TD) as siblings. The TD ticket would be listed as "pending approval" status or something. The approver would approve it and manually update the TD ticket to a status like "approved".
compromise: create both tickets and have a rule update the TD ticket when the approval goes through.
advanced: You could have the action of approval trigger a rule that would open a ticket in the tech departments queue. This would be a combination of:
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=1046&artlang=en
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=719&artlang=en <-- except it wouldn't be on a schedule
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