KACE SMA - Tier support?
We having been running kace helpdesk for 1.5 yrs now and are moving to a tier level support structure. It seems like this is a simple basic function but I dont see it in the admin guide.
The workflow would be: level 1 fields the ticket; if need be escalates to level 2. Simple as that...
Level 1 engineer needs to reported as spent X time on ticket.
Level 2 engineer needs to be reported as spent X time on ticket
Ticket needs to be reported from open (level 1) to close (level 2)
I dont see how this can be done in kace. Im experimenting with creating a child ticket and then assigning to level 2 engineer. But then the parent must remain open. So then the time the ticket is open with level 2 reflects level 1 engineer. I could put the parent into stalled mode but the timer on the ticket is still ticking.
"Escalation" in kace is nothing more than a "kick in the rear" timer.. so not really helpful in this regard.
Anyone come up with a method to properly handle tiered support so it can be reported on to reflect the time involved with each engineer and not generate all sorts of tickets manually?
We can handle that in a number of different ways, and have done so for a variety of customers. You could also make use of the work time feature to record both 1st and 2nd line activity time.
What you really need is a conversation to investigate what you would like, what is possible and what is not, please contact me and we can setup a call.