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11/19/2018 505 views

Hi,

I have searched to find an answer to my question and I have found something similar here: https://www.itninja.com/question/help-k1000-can-i-design-a-user-portal-self-service-new-hire-request-checklist

But, a year has passed since that was posted and I'm wondering if anything new has changed or anyone else has some other suggestions.

What I would like to do is for someone submitting a service desk ticket to the queue be able to fill out a form using drop downs, free type, and pre-populated fields. I know how to create the form and fields but how can I do this without creating an entire new queue for it? I want to create 3 forms, a new employee, employee termination and employee transfer form so don't want to make 3 new queues just for this.

Is it possible to have the regular queue where users submit problems and have a drop down menu that has these three options and depending on which one they pick brings up a bunch of new fields (the form) to fill in and submit?

Is there a better way to achieve this that I'm not thinking of? In the post I linked to the last comment says how I feel about KACE most of the time. Seems like all the answers are to create a new queue. Just doesn't seem like it should be that way.




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Hi there,

We have struggled in the past with this very issue. Unfortunately Kace does not allow for field level form management. Forms are dedicated to the queues and it can be limiting as you have discovered.  However, we have solved this issue by allowing web based forms to send emails to Kace which then converts that communication into tickets that correspond to the queue we want.  What we have done is allow our standard main queue to have enough fields in it to accommodate say the on boarding process, the exit process and a transfer process. We build this flexibility into the web form and just capture the request via email to kace. This way we have control over the input at the field level since we can control a web form and the output is dictated by which kace email address we use to send the contents of the submitted form.  Depending on your web site and the security control you have over it you can make the form as secure as you like or as open as needed.  In our case only HR has access to this custom web form and only they can kick off a new hire request, transfer or exit.  In the Kace administrator guide is all the information you need on how to create tickets via email and what the formatting needs to be in order for kace to convert that email into a ticket with all the necessary fields filled.  There is another way we have also done this and that is to create a dedicated queue for HR with processes that they can kick off. What is nice about Kace is you can kick off processes from one queue that generates work orders in other queues. As long as have matching fields in the queues you are creating tickets in processes are a great way to automate standard workflows. Hope this helps

Answered 03/19/2019 by: gvega
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