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04/22/2019 372 views

If any of you use the ticketing system within KACE; have you created processes for on and off-boarding? We currently convert tickets to processes which in turn creates child tickets. The only issue with this is, when you do a custom view in the regular service desk queue to filter out any closed tickets or processes, the "process complete" tickets still appear in the queue. This will be an issue after many accumulate.

For the time being I created a separate queue that User MACs (move, add, change) can be moved to once the process is complete so they don't clutter the service desk queue. If anyone has any suggestions or insight on on/off-boarding practices within KACE, please feel free to share.

Thanks!

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Not about on/offboarding, but about managing processes in views:

I created a custom view where I wanted to take the Mine and Unassigned view, and add some additional users to it.  When I did that, I also found that processes showed up in that view, so I did a little something like this:

The point is, specifying whether you want to see processes, and if so, what state/statuses.  Does that help at all?

Answered 04/25/2019 by: ondrar
Fifth Degree Brown Belt