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[Servicedesk] Working with external owners

We are working with Kace for several years now, particularly to catch tickets. We have numerous applications running which are managed by us locally but a lot of them also by external companies that we work closely with.

If i have a ticket that needs to be checked by a external party i simply change the status to "Assigned to 3rd party" in the ticket and keep the ownership of the ticket by myself. E-mail conversations are then done outside of the KBOX since the external party is not allowed to access our KBOX. This is time consuming and not efficient.

I am just wondering how you do this in your environments, if there are some more easy best practices it would make my job also easier.

Thanks and kind regards,

Maarten

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Answers (1)

Posted by: chucksteel 3 years ago
Red Belt
0
We only have one queue that an external user needs to access, and that is for our printer support company. We created a user in our directory for them (printersupport@college.edu) and they login to KACE with that user account. The user only has access to the printer support queue.

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