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KACE Product Support Question


Service Desk require category value

02/12/2015 1179 views
Quick question.  Currently when my service technicians put in a new service desk ticket the default value for the ticket category is "untitled".  Many people are not updating this to a category that relates to the ticket.  Is it possible to set the default to blank and require it to be set, or to not allow saving new tickets with the field left as untitled?

Thanks for any input!
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Some have created a category called " Please select an issue" and made that the default and required so it fools the client into thinking they have to fill it out. 

If they don't you can have a rule in the background looking for tickets left at " Please select an issue" and have emails go out to the submitter and/or owner. 

You can't prevent the ticket from being saved but could be a nice deterrent. 
Answered 02/16/2015 by: nshah
Red Belt

0
This was the bane of my life too. Kace will not allowed you to have blank fields for the category list. However, what you can do to try to curb it is; create a rule that applies on save, to send an alert to the ticket creator and their line manager if the category is left on 'untitled'. This could be used later for performance reviews.
Answered 02/12/2015 by: Druis
Third Degree Green Belt

  • For one of my service desks we went a step further: a rule runs every fifteen minutes and emails the technician as long as a category isn't chosen. They normally act pretty quickly.

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