Systems Management Question
HELP - Complicated New Hire Process!!
06/16/2017 1534 views
So let's just start out by saying - 'It's complicated!' If we start there then we can set the expectation that I don't think KACE Service Desk can do what we need - but I am new to the game and am willing to ask for help when I have ground to a complete stop.
We currently have a web based New Hire Form. The form goes through all the standard information like name, title, department, manager, start date, etc - you get the picture. Where our web based form differs is that we have a list of applications and within these applications are roles. Each of the roles within the form has an approver. It may be the manager, specific department lead, but can vary depending on the request. I need to be able to list all of the applications and then depending on what is selected kick off approvals for the access request. I am fine understanding the parent ticket with child tickets - and do not mind having a child ticket for each of the application requests. My problem is:
1. How do i create the new hire form so that it lists all of the applications?
2. How can the roles be displayed to the requestor so they can choose the role within the application?
3. Do I need to make a process for every possible combination of applications and roles?
They need to be able to select one or all of these applications and roles. Then to top if off I need to be able to display certain applications for certain sites.
Like i said - it's complicated!
Application: SAP Role: Billing Approver: Bob Smith
Application: SAP Role: Customer Service Approver: Jane Doe
Application: SAP Role: Controller Approver: Jack Steele
Application: Oracle Role: Sales Approver: Davey Jones
Application: Oracle Role: Accounting Approver: Shaquille O'Neil
My thoughts were to create the initial ticket and use the custom fields to determine the applications that are needed. That will get me the list of the applications, but it will not get me the roles. So if I create a workflow that creates a child ticket and send the child ticket to the requestor asking what role within the application - they are gong to have 10 tickets for one user that they have to specify the role for. Then that ticket will kick off to get approved. If I am looking at this right I would need a new ticket for every role and in turn have a process for each role within the application. Hopefully this all makes sense, but what i really need is this - a single parent ticket that will let the end-user select multiple applications and the roles within said applications. Then a process to (based on what is selected) reach out to the correct person for approval. Do you think that KACE Service Desk is capable of this?