Service Desk Issues
Good Morning, I have a few questions on customizing the service desk and tickets.
1) If you click on an Internet link placed in a comment, then the Internet window opens in the same tab causing you to lose your Kace window. Can/how do we change that?
2) Can/how do we get the comments to show in the "Printer Friendly" view?
3) Can/how do you use more than 4 filters to create a Custom View?
4) Can you add a blank text box to a ticket only when certain category fields are chosen? In our current system, if a user selects a certain category the rest of the drops downs are populated and a text entry box is created for say a time available field that they can enter in.
5) Can a custom field be a calendar date selection field like the date due field?
I know this is a lot of different stuff, but I have not been able to find it on the forums. If you have links to the answers I'll take those as well.
Thank You
1) If you click on an Internet link placed in a comment, then the Internet window opens in the same tab causing you to lose your Kace window. Can/how do we change that?
2) Can/how do we get the comments to show in the "Printer Friendly" view?
3) Can/how do you use more than 4 filters to create a Custom View?
4) Can you add a blank text box to a ticket only when certain category fields are chosen? In our current system, if a user selects a certain category the rest of the drops downs are populated and a text entry box is created for say a time available field that they can enter in.
5) Can a custom field be a calendar date selection field like the date due field?
I know this is a lot of different stuff, but I have not been able to find it on the forums. If you have links to the answers I'll take those as well.
Thank You
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Answers (1)
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Posted by:
cblake
12 years ago
1) If you click on an Internet link placed in a comment, then the Internet window opens in the same tab causing you to lose your Kace window. Can/how do we change that?
This is behavior caused by the browser. You can adjust your browser settings to always open a link in a new window or tab; or hold the CTRL key when you click on it.
2) Can/how do we get the comments to show in the "Printer Friendly" view?
I thought it did, but it's been a while since I looked at it. You could create a report for the ticket you need to print I suppose, or try emailing it to yourself then printing the email since it's printer friendly too.
3) Can/how do you use more than 4 filters to create a Custom View?
I don't believe you can.
4) Can you add a blank text box to a ticket only when certain category fields are chosen? In our current system, if a user selects a certain category the rest of the drops downs are populated and a text entry box is created for say a time available field that they can enter in.
No. Fields are not dependant on eachother presently; this is a good enhancement request. Please submit to [email=support@kace.com]support@kace.com[/email] or http://kace.uservoice.com
5) Can a custom field be a calendar date selection field like the date due field?
No; but you can repurpose another date-based field if need be. Custom fields are only text, or selection boxes. Again a good feature enhancement.
Hope that helps.
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