Best Practices Question
Employee separation process with HR and Tech queues
I want to setup a workflow for HR to offboard and onboard employees. Ive setup a process ticket in HR and also Tech queues but things are messy.
1. When the child gets placed in tech queue the relevant fields arent displayed. Now the process show mind you with the parent ticket but when a tech queue users clicks on it he or she does not have access (thats a good thing!). So while I as an admin can work the ticket because I can open the parent and see the relevant data the reg techs cannot.
I looked at adding the fields but custom fields dont cross queues well.. if custom 1 is "golden ID" in HR and custom 1 in tech is "hardware" the golden ID gets copied to hardware. What a mess.
Am I approaching this whole thing wrong? I mean Im sure KACE is setup to do this simple process task.
We are running KACE SMA 10.2.234 (latest as of today).