KACE Systems Management Appliance - Making categories and custom fields viewable by admins only

1. Is it possible to make a category viewable  and submittable only by the admins? so that users cannot create them?  Is that the purpose of User Settable?

2. s it possible to have a custom field in a ticket template viewable only by the admin/person who the ticket is assigned?  So that the users cannot see them?



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Answers (1)

Posted by: Hobbsy 3 months ago
Red Belt

Ok so Users cannot create categories, I guess "user settable" is a little misleading.

It means the user is able to select them within the End User console when logging their own ticket.

So if you untick that box only people with the correct rights to the queue will get to see it.

With regards to the second part of your question if you set the custom field (or any field) to Owners only - Hidden from users, only techs in the queue with the correct rights can see the field.

As a quick learning guide if you select...

Read only - The field is set to read only and can only be edited by a ticket rule

Owners only visible to users - The customer can see the data but only the ticket owner or tech can change the data withinĀ 

User Create - These are the fields that show when the ticket is being logged in the end user console by the user

User Modify - These fields appear once the ticket is logged i.e. saved for the first time

NB All of these rules could potentially be changed if you use the template functionality within the ticket.

  • What we are trying to prevent in 1. is the user from creating any new tickets with the category "(disabled)"

    2. When I select "Required on Close" The Conditional Logic tab disappears, which is using filters to keep the field from appearing in categories it doesn't belong in. - MC9921 3 months ago
    • It sounds to me that you just need to learn the field functionality and apply it in a logical way, I am happy to have a chat and discuss any time, just reach out - Hobbsy 3 months ago
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