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11/03/2019 143 views

Hi everyone

My story is in company we have something like change request form. before we using hard copy. The form including "Part A" "Part B" and "Part C".  Now i need to change them to ticket system.

But i try to combine it in one form.

For example: "Part A" is come from user, there including requirement of changes. Then they will pass to Dept Mgr for approval.

                        "Part B" is After approve from Dept Mgr. IT will check the form and fill-in the other part.

                        "Part C" is approve from IT Mgr.

The problem is how can i combine these difference template to one queue or the other way to do this? (Like when "Part A" has done then "Part B" is a new form but has "Part A" information. When "Part B" has completed "Part C" will have "Part A" and "Part B" information for approval use.


I hope everybody will understand what i'm saying.

Thank for help.


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1

This is probably best handled as a process. Processes allow you to create a chain of tickets that are opened when the previous ticket is closed. You also have an approval step, which is handled in one ticket. What version of the appliance are you running? If you are on version 10.0 then you can take advantage of ticket templates to gather different information, otherwise if the forms need to be different you would need to use separate queues.


Answered 11/04/2019 by: chucksteel
Red Belt

1

As a suggestion, I think you should create ticket templates for Parts A and B through the "Customize Fields and Layout" menu of the Queue. For each template, check the box "For Process Only" and, after that, create a Process through the Configuration menu on "Service Desk" that will use both templates. This process should contain tickets "Part A" and "Part B" (Part A is parent of Part B)


The process workflow should work like this:

Step 1: User create the process through the user portal and fill in the "Part A" template and save it

Step 2: The Dept Manager approves it through KACE

Step 3: IT receives the ticket as the "Part B" template, which contains additional fields to fill in 

Step 4: The IT Manager approves it. All the information will be filled on the ticket by the IT.


You can read more regarding ticket templates and process here:

https://support.quest.com/kace-systems-management-appliance/kb/309135/how-to-create-a-ticket-template

https://support.quest.com/kace-systems-management-appliance/kb/131249/how-to-create-a-help-desk-process



Answered 11/04/2019 by: yurivieira
White Belt