Is there an administrators guide that shows how to a) setup rules to manage approvals b) pass parameter values when updating and setting up tickets

Question

I see some thread on passing parameters but not alot on rules from a how to setup a rule standpoint.  I see that there is sql involved which is great but  was wondering if there is an admin guide that might get me started.

Accepted Answer

IS this what you mean by passing? I guess Im confused because you seem to be talking about rules. As far as rules and approvals.. those are done not with rules but with process tickets.

https://support.quest.com/kb/313513/how-to-change-ticket-fields-via-email

Variables available

{Template/Process Name}	Using brackets around the process or template name in the subject line of the email (before the subject which becomes the ticket title) allows the use of processes / ticket templates via email.
@category	A valid category.
@cc_list	A comma-separated list of email addresses or distribution lists.
@due_date	A due date. The date can be in any format. For example, 4/3/2014, April 3, 2014, or next Thursday.
@impact	A valid ticket impact.
@owner	The owner's username, full name, or email address.
@priority	A valid ticket priority.
@resolution	A resolution.
@status	A valid ticket status.
@submitter	The submitter's username, full name, or email address. The email address is used for the username and email address fields. The full name is set to the Name portion of the email address. For example, name@domain.com.
@title	A title for the ticket.
@summary	A detailed description of the issue. Can only be used to modify/change the summary. On initial ticket creation, the entire body of the email is the summary and the @summary token does not function.
@asset	The asset associated with the ticket.
@machine	The device associated with the ticket.
@approval	The state of the ticket approval process. You can set this field to one of the following values: Approved, Rejected, None, or More Information Needed.
@approval_note	A note associated with the approval.
@owners_only	Indicates if only owners can comment on the ticket through email. When set to 1, the flag is True. Any other numeric value sets this indicator to False.
@custom_	The value of a custom ticket field, where is the custom field ID. For example, $custom_2=ABC assigns the value of ABC to the CUSTOM_2 ticket field.
@custom_fieldname=newvalue	Custom fields cannot contain spaces. Use an underscore between words. For example, new_value.

Answer

Don't see anything yet on passing parameters in responses to update categories, etc.. but I did find the admin guide and some helpful info on rules.

The admin guide appears to be an interactive tool. I managed to find somewhat of an answer or at least a place to learn more:KACE Systems Management Appliance 12.1 Common Documents - Administrator Guide (quest.com)

Answer

Quest doesnt provide any support nor does it provide documentation for SQL rules.  If you need help you can pay for professional services to answer what should be in the administrator guide. Works out great for Quest, but not for us.

Answer

Answer

Thank You!

Answer

When you say 'Process Tickets' for approvals.. My goal is to automate the approval process, whereby, a user approves a ticket and this status is changed in a Sharepoint list and from there an email is generated that changes the ticket status but it requires that I pass the status to the ticket. Or is it better to use a 'process' solely inside Kace. The issue is really twofold.
a) requiring that the ticket moves thru a specific series of steps for approvals .. for Governance team approval, approval of various levels of testing by differing teams.. etc.. so its iterative, because the testing may expose other issues so it goes back to developments, etc.. key being iterative with required approvals.
b) An audit trail, so we want a record keeping system that allows us to see the series of steps the ticket has passed thru. to get where it is without a series of comments that must be read thru to find milestones simply based on language added to a comment to certify that a user accepts something which can be a cropped in email, or if we are lucky a direct response to the ticket.

In my past I used a service desk system called Cherwell. Albeit clunky, it had a robust ability to create process flows and provide audit trails and easily viewable traceability of that flow. Along with tracking associated documentation, such as testing requirements as well as testing evidence (i.e. screenshots, testing log spreadsheets, etc..)

Does Kace offer a process capability of similar functionality?

By the way I am a developer in an ERP environment.

Answer

Joe that’s a lot of options that you need and there are many different ways to potentially achieve that in KACE. If it helps, I would be happy to jump on a call with you and discuss what options you have and how you might achieve what you need, my contact details are in my Ninja profile #WeAreQuest