KACE Product Support

Am tasked to create  below  New Joiner Process and the associated steps/actions

 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 

Any solution will be highly appreciated

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