Assigning LDAP group to Ticket Owners
Is it possible to assign a group to a ticket owner?
My company has a couple techs in a tier support scheme.
Desktop Support Specialist- 1 Tech
Service Desk Admin- 1 Tech
Systems Admin 1- 1 Tech
Systems Admin 2- 1 Tech
In AD we have the groups above, then we have a tech assigned to those groups. This helps assigning job titles rather than techs in case they leave or are replaced.
Under support desk >> configuration >> my queue >> I would like tickets to auto assign based on the category that is selected.
I tried to do user roles but that just makes the tech's name appear. Thanks for the help!!
0 Comments [ + ] Show comments
Please log in to answer
Posted by: Hobbsy 4 years ago
If you are saying you want Category A to assign to Tech A, Category B to assign to TechB you can set a value for each category in the settings for the Queue, Customize field and layout, then set a value in the Default Owner column for each category value
I know that I can do that. In AD I have a group called sys admin 1. I am wondering if I can assign lets say all printers to go to sys admin 1. That way I can move people in AD around and not have to keep changing who tickets go to within kace - JC_Chi 4 years ago
When you consider that the function of assigning a ticket in KACE allows you to assign only to a single user, I'm pretty sure assignment to a group at any stage is not feasible. - Hobbsy 4 years ago