How do you create a quick ticket in KACE service desk?

Answer Summary:
0 Comments   [ - ] Hide Comments


Please log in to comment

Answer this question or Comment on this question for clarity



Define "quick ticket"

Answered 04/30/2013 by: GeekSoldier
Red Belt

Please log in to comment

You could try creating a process, but just create the master ticket with no child tickets. The master ticket can then be preset with the data you need for a quick ticket.

An example would be a password reset quick ticket, you can set the title, comments, priority, urgency, impact, category and even the status as "Closed"

On selecting the process you would just need to add the user name and save to log and close the ticket. 

Answered 10/21/2013 by: Hobbsy
Red Belt

  • This sounds like what you need...

    Or You can just all of the defaults within the service desk, so when they open the ticket they can change fields if they need to but all of the defaults are set....
Please log in to comment

A ticket that is pre auto-filled with information.  These auto fields on tickets will be used over and over for incoming calls.  The only thing that will change with each call/ticket will be the customer name.  So the Category/Owner etc will remain consistant.  This eliminates redundant keystrokes.

Answered 05/02/2013 by: RBFCU
White Belt

  • I would like to be able to do this as well.
  • We had a feature in SpiceWorks, which we used to use before KACE, where you could have pre-defined email tags that you could use to make a one click quick ticket, and I would like to have a similar option here as well if it exists. This is useful for things like password resets, generic questions, and as a quick placeholder if you don't have time or don't know yet what the issue will develop into. I would like to know about this as well. Thanks.
Please log in to comment