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Kace 1000 Helpdesk "Add Work" Requirement

Can you make "Add Work" a required before closing ticket? If not can you make it a ticket rule?


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  • I'd be interested to know if you were able to find a solution to this? - closetgeek 6 years ago

Answers (2)

Posted by: nshah 7 years ago
Red Belt
0

There isn't a way to make the "add work" required in the GUI interface. Pinging support to ask if they can do it via an SSH tunnel might be worth a shot. 

As far as rules go, thinking out loud, you might be able to look for any tickets that have a null value for work hours and based off of that prevent them from closing the ticket. They try to close it but the rules opens it back up and a comment that indicates you need to add your work hours before you are allowed to close. 

Posted by: mikesharp1 6 years ago
2nd Degree Black Belt
0

What i ended up doing since I could not find a solution was create a report based on how many days or hours the ticket was open for a manager and let the manager figure up the numbers. Like EOD report showing the following.

 

Status   Time Opened   Time Closed

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