KACE Systems Management Appliance 14.1 Common Documents - KACE Service Desk Administrator Guide

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Set up User Roles and labels: Create permission-based roles to manage user access. See Setting up roles for user accounts.

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Set up user accounts: All Service Desk users and administrators must have authenticated user accounts. See Configuring user accounts, LDAP authentication, and SSO.

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Customize ticket information: Add ticket categories, status, impact, and priority properties as needed. Identify additional information to include in tickets. See Configuring ticket settings.

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Customize email templates: Configure the Service Desk email templates used to send notifications. See Configure email templates.

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Set up email notifications: Configure the events that trigger email notifications. See Configuring email settings.

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Set up queues and processes:

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Queues: Use queues to organize tickets or to handle different types of tasks, such as hardware tasks and software tasks. See Configuring Service Desk ticket queues.

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Processes: Use processes to set relationships between tickets that are parts of major or sequential tasks. You can also establish relationships by using parent-child relationships within tickets. See Using Service Desk processes.

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Set up ticket rules: Configure the rules that Service Desk uses to process tickets. See About Ticket Rules

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Decide whether to offer a Satisfaction Survey to users: See Using the Satisfaction Survey.

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Configure company business hours and holidays: Define your company's hours of operation and recognized holidays. These hours and holidays are used in determining ticket due dates and Service Level Agreement violations. See Configuring Service Desk business hours and holidays.

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Configure Service Level Agreements (SLAs): Configure the SLAs used in calculating ticket due-dates and SLA violations. See Enable Service Level Agreements.

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Configure User Console home page settings: Change the logo and welcome information on the User Console home page. Or, show or hide quick actions and announcements as well as links to Knowledge Base articles, tickets, and other items. See:

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To specify a ticket field, click the CSV Fields column, and select the applicable value.

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A Comment field must use the following syntax: "<datetime>";"<user_name>";"<comment>";"<owners_only_flag>". Multiple comments in a single Comment field must be separated with |EOL|. For example: "01/01/2019 10:10";"Admin";"This is a sample comment";"Y"|EOL|"01/02/2019 11:20";"User A";"This is a sample comment 2";"Y"|EOL|"01/02/2019 12:00";"Admin";"This is a sample comment 3";"Y"|EOL|. Alternatively, you can use the Primary Key to combine multiple column entries in the same ticket field. See Table 32 and Table 33.

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A Work Detail field must use the following syntax: "<user_name>";"<start_datetime>";"<end_datetime>";"[adjustment_time];[<note>]. Multiple comments in a single Comment field must be separated with |EOL|. For example: "Admin";"01/01/2019 08:10";"01/01/2019 10:30";"10";"Work Note"|EOL|"User B";"01/01/2019 11:20";"01/01/2019 12:30". Alternatively, you can use the Primary Key to combine multiple column entries in the same ticket field. See Table 32 and Table 33.

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A Category field that contains subcategories must use a double colon "::" to separate subcategories. For example: Hardware::Printer::Paper. If the import detects any categories that do not already exist on the appliance, those records are automatically rejected.

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Impact and Priority fields must contain valid contents that are predefined on the appliance.

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User name fields (such as Submitter) accepts the user email, user name, user ID, and the display name. Multiple records with the same user name are automatically rejected.

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Use the PK column to indicate if a row is a primary key for the data records. Any records that have the same value of the column marked as a primary key are combined into a single Service Desk ticket. For example, if you mark the Title column as a primary key for the ticket table, and all of your records in the CSV file have the exact same Title column (for example My Ticket), the import results in a single Service Desk ticket being created, with multiple entries combined in the same column. Alternatively, when importing Comment and Work Detail columns, you can use |EOL| to separate the entries. The following examples show you how to structure your input CSV file when you want to combine multiple entries into the same ticket field, either by using the |EOL| delimiters (Comment and Work Detail columns only), or the Primary Key (PK) setting (any column).

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The PK setting can also be used to update an existing ticket. For example, you uploaded Ticket A with the data listed in Table 34, you can easily replace by uploading an updated CSV file outlined in Table 35, but you must set the Title column as the Primary Key (PK) in the settings:

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When done, click Preview.

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Records for insertion: Lists all ticket records from the CSV file that are about to be created as Service Desk tickets.

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Records for update: Lists all ticket records from the CSV file that are about to update existing Service Desk tickets.

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Rejected records: Lists all ticket records from the CSV file that are not going to be created as Service Desk tickets due to errors. For each rejected record, the Reason column in this section indicates the cause of the error. The related ticket field appears highlighted in red. Review the contents of that field to better understand the problem. For example, if you have users in your CSV file who do not exists on the appliance, and did not select Auto Create User check box, this causes an error for each such user. You can resolve any errors by editing the import CSV file, or changing the applicable import options on the Step 1 of 3 - Select File page.