/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


Submitter Assigned Device Not Showing Up Automatically in Service Desk Ticket

02/22/2017 936 views

We are experiencing an issue when creating Service desk tickets where the Device assigned to that Submitter isn't showing up by default in that form. If we use the drop down list, we see all devices (and can pick the submitters PC) but it isn't auto filling the device. If you click on the "Filter on submitter assigned devices", it doesn't pull up anything.

Also, we have already insured that the device has been assigned to that user via the Device Detail page for that PC. We even removed a second device he was assigned to as well to see if that would fix it.

Any thoughts?

5 Comments   [ + ] Show comments

Comments

  • What setting do you have selected under "Device Assignment" in Settings > General Settings ?
  • We have it set to Continuous sync.
  • Are you creating tickets via the web interface, or some other method (e.g. form and email)?
  • What is the settings of "MACHINE" under the heading "Layout Ticket Fields" in Service Desk > Configuration > Queues > [your queue] > Customize Fields and Layout ?
    • It is set to Device, not required, and Owners Only - Visible to Users

      And really only concerned about tickets created via the web (either user or admin console versions). If someone submits via email, we can modify later.
  • Are only owners allowed to create tickets, or can "regular" users create them as well?
    • No everyone should be able to be a submitter...
    • Just to clarify, for the purposes of the original question... I as a Owner can't get the assigned device to show up for the submitter.
      • Unfortunately, I am out of ideas :(

Be the first to answer this question

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ