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KACE Product Support Question


KACE Process Configuration (auto populate users name in child tickets)

08/23/2016 1536 views

Could anyone lead me to a guide/steps on how to auto populate a users name into the child tickets short description?

Example - HR starts the new hire process and enters new employees name in short description New Hire - John Smith

Since all 11 of my created child tickets for the new hire process begin with New Hire - and then end with what step Create Domain Account

Is it at all possible to auto populate the new hires name between the 2 fields? New Hire - John Smith - Create Domain Account

Thanks in advance.

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1
Hello kenmccall76,

have you for child/parent different queues? I would say, create for parent and for every child ticket one queue. So you can create custom rules for each queue and can control what happend with every child ticket when you start the process.
Answered 09/22/2016 by: svmay
Red Belt

  • In wich field is the username?
    • I started diving back into this yesterday,, I was out of the office for 2 weeks. Creating different queues for the PT & CT to reside in crossed my mind. I created the new queue but have not had a chance to play with the rules just yet. I'm reluctant to have them reside in different queues but if it solves the problem I'll use it.
      • I'm also looking for away to populate child ticket based upon custom field selections in the PT. Have you heard or seen of this?
      • I have a ticket process where I move my assets from one room to another room, automatically (its an process with 1 parent and 1 child ticket). In this case I fill the important informations in the parent ticket in customfields - and from there I get it for the child ticket
      • another idea to solve your problem. we can build a kind of checklist for your process - so you only need 2 queues - 1 for parent and 1 for child. Is every process the same? so every 11 points are a must have?

        maybe one parent ticket (without child) can be enough.
        Please give me a little bit more information, what should happen in this process
1
Hello kenmccall76,

I had a similar problem, I want to set the asset name from the parent ticket as title for the child tickets.
Maybe it will help you..

http://www.itninja.com/question/dell-k1000-service-desk-parent-child-ticket

Here is the link where the sql-update is - hope I can help!
grettings
Answered 09/05/2016 by: svmay
Red Belt

  • if it does not help, write a comment, maybe I can help you in another way
 
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