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


  • 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 :(

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