KACE Product Support Question

Define a workflow for fixed process in Service Desk (Ticketing System).

10/23/2014 3561 views

I have a scenario and you may help me in defining the best practice.

When a new employee join the company, we receive a request from HR to create Windows account if need and ERP account if need and Bentley account if need.
And in our Service Desk System, I have a three queues, one for Helpdesk, second for ERP Support and the third for Bentley Support .
If the user needs all the 3 accounts, I should create 3 tickets in 3 several queues!

Is there way like in one ticket if I check the "Windows account" it will create a ticket in Helpdesk queue and if check the "ERP account" it will create a ticket in ERP queue and so on, because it happens many times.

Please share your experience if any in situation like this one.
Thanks in advance.

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All Answers

The way I am doing this is as follows...

I have an HR queue where managers create new user processes.
The process creates a ticket in HR and one in Apps.
I have a custom ticket rule that checks if certain app related fields are populated. If not it will close the app ticket automatically.
When the HR ticket work is completed the tech puts the ticket in "Read to Close" status.
If the App ticket is valid the App guys work on the ticket and close it when they're done.
Custom Ticket rule will close the parent ticket with status "Ready to Close" when the App ticket is closed.

This can be expanded for your purposes....
Have Process create tickets in all 3 ares.
Custom Rules automatically close tickets that are not populated.

There is no built in way to conditionally open tickets in KACE that I have seen.


I should add, I also have a ticket rule that automatically populates the needed fields into the App child ticket.
Answered 10/23/2014 by: h2opolo25
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