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KACE Product Support Question


[HELP - K1000] Can I design a user portal self-service new-hire request checklist?

11/02/2017 2319 views
Hello, I'm looking to accomplish the following to improve our HR / New employee onboarding.. does anyone know how I can do this or if it's possible?

Similar to another request posted here but got no answers. Hoping the K1000 community is still around.

 1.       Requestor accesses the Self Service KACE Portal

2. Creates New Ticket

3.       From the Dropdown List under Queue -> Selects User Account Creation

4.       Requestor Populates the Required Information including the Manager for “Approval”

5.       Request is Sent to Manager for Approval

 

6.       Once Approved, Tickets Rules Apply:

 

a.       RULE 1: Based on the Location selected in the User Account Creation Form, a Ticket is created in the respective Location IT Queue with field level details of the User Account Creation ticket in the description field of the Location IT Queue and a Link to the User Account Creation ticket

 

b.      RULE 2: Based on the Software’s selected in the User Account Creation Form, Emails are sent out to respective Department Contacts e.g

 

                                                             a.      hr@company.com

 

                                                             b.      procurement@company.com

 

                                                            c.      it@company.com

 

                                                           d.      finance@company.com

 

                                                      

7.       If no action is taken on the ticket in 3 days’ time, auto-escalation of the ticket to support@company.com.

1 Comment   [ + ] Show comment

Comments

  • Version: 7.0.121306

All Answers

2
This should all be possible, although rule 1 might be a challenge. You would most likely need to hard code the relationship between location and ticket queues and output an email address accordingly. I would use a CASE statement to accomplish that. The other part of the challenge is whether or not you can have your appliance send an email to itself to create the tickets. I believe this still works but I have had mixed results.

Rule 2 might have to be four separate rules.

Answered 11/02/2017 by: chucksteel
Red Belt

  • So, I copied much of this from a request that went ignored. What I'd like to try to attempt at a base level is this --

    In the self service portal, allow the user to select a template based on the department the new hire will be starting in.

    1. Where can I start with creating these checklists?
    2. Should I create a completely separate queue for these?
    • Your checklists would have to be custom fields.

      Yes, I would recommend having a separate queue for these requests.

      As to why the other request didn't get any answers, there is a lot involved here and it isn't clear what work you have already done. Most people on this site aren't going to provide an entire solution for your business process, but a lot of us will provide help for the individual pieces. You will probably get better results if you:
      Start setting up your queue
      Read the administrator guide when you have a question
      If you still can't resolve the issue post the specific question and include what you have already tried and where you are hitting a roadblock. If it involves creating a rule include your SQL select statement.
      • Chuck, I appreciate the reply. The only reason I referenced the unanswered request is because there were zero responses to it. I'm definitely not looking for someone to design the entire business process for me, far from it. However, given how incredibly clunky and antiquated the methods are within KACE for designing certain forums or workflows or even simple ticket interfaces (limited custom fields...???) I had to keep the question broad to see if the K1000 could even do what I wanted it to do.

        Again, I appreciate the response, I'll get to work creating the queue and corresponding checklists. This appliance was dumped in our lap by a now former coworker who touted all of these capabilities and now I'm saddled with cobbling things together to get all of those promises realized.

        ---

        I can't reply to your latest comment but the version is --

        Version: 7.0.121306.

        I'll look into KACE Bootcamp.
      • What version is your appliance? I ask mostly because there is no longer a limit on the number of custom fields and that will probably be important for your process. I would also recommend that you consider attending a KACE Bootcamp session or other training opportunity from Quest. The K1000 is a very capable appliance if you know how to take advantage of it. Knowledge of MySQL is very useful, also.
2
I agree with Chuck, this is all doable, start by creating your request queue, set up your ticket with checklist etc set to user create, also add a generic task field into the ticket, owners only, so you can add specific tasks to child tickets in the same queue. Create a process, grab the whole url for the process start and add the link as a helpful link in your end user console.

Then work through your tickets rules, enjoy
Answered 11/03/2017 by: Hobbsy
Red Belt

  • We have had Kace since 2010 and I think it's very sad that the answer to just about everything someone wants to do is create a new queue.
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