Service Desk for Multiple Sites (Organizations)

We are opening another facility, and want our techs to be able to manage tickets for simple things like password resets and basic troubleshooting for both sites. I am looking for the best way to go about configuring another site to use KACE. I know we can link another appliance, but I am trying to avoid having to change organizations to view a different queue. I'm sure there are many ways to go about managing a scenario like this, so I am really curious as to how others are handling their K1000 service desk with multiple sites.

Any insight is appreciated!

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Answers (2)

Answer Summary:
Posted by: Nico_K 1 year ago
Red Belt

every organization is an own database which is not linked to each other except for KACE-Users with a user account with the same password in each org, which can login in each.

So you need to setup a 2nd helpdesk in the new org.
But you can use custom ticket rules to move the tickets between both or let the second service desk open a ticket in the first one and each answer will be updating the tickets in the 2nd one.

Posted by: JordanNolan 1 year ago
9th Degree Black Belt

Top Answer

I am using the same K1000 and Service Desk queue for 6 sites.  In my last organization I used it for a global company with 3000 devices and 2000 active users.  You can effectively manage all sorts of things by just using Smart Label and ticket rules.  For example:

  • We were on a global WAN so each of my sites had different subnets.  I made smart labels for each sites subnet so I could group computers by site.
  • Since users were authenticate via Active Directory and I imported attributes from AD like their city.  When I designed my ticket rules I put in some custom rules were if user was from XYZ, their ticket would be auto assigned to the tech there.

This enabled me to have techs at different locations cover for other team members and I could manage every computer in a single spot.  

  • Thank you, Jordan! This sounds exactly like what I am looking for. Smart labels sound like the key to what I am trying to accomplish. - rruhl 1 year ago
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