Suggestions on how to handle an end user task

I have a need to ask employees to complete a task.  I have a queue Ive created for the tasks and a rule which is setup to submit a ticket to that queue with instructions which will of course appear in the summary.

Since the email is coming from the SMA I need to either set the submitter or the owner of the ticket.

I dont like the idea of allowing all users as owners for the queue.  Seems to me it grants too much access.  But still not sure what the best path is.  

If I make the  submitter the name of the individual, ($ticket_submitter_name)  can the submitter close the ticket when it is done?  

Any thoughts on how to handle this please?

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Answers (1)

Posted by: Hobbsy 1 year ago
Red Belt

Great point, when trying to get any employee to engage on a ticket they need to be the submitter or the ticket owner and none of us want everybody to be ticket owners. The easiest way to do this is just to switch in the user as the submitter, you can do that by simply adding their ID into the HD_TICKET.SUBMITTER_ID field.

Another way we are playing around with is making the ticket owner label dynamic, in other words when you need the user to edit the ticket ad their ID to a label used as ticket owners and once their task is done remove them from the group, you should be able to do this using a ticket rule or two.

  • Thanks Hobbsy. We always have to think outside the box when it comes to Kace because very little is in the box. - barchetta 1 year ago
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