1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
In the Email on Events section, click Customize Emails to display the Service Desk Email Notifications page. |
3. |
4. |
For more information on the Ticket Escalation message, see Configuring email triggers and email templates.
For example, consider the tasks required to prepare systems and equipment for new-hires:
To set up a Service Desk process template see, Add, edit, and enable process templates.
1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
d. |
e. |
To edit or copy an existing process template, on the Process Templates page, click a process template name. |
2. |
3. |
A name that describes the overall process, for example, New Hire, Employee Termination, or Office Move. | |
For more information about the Markdown syntax, visit http://daringfireball.net/projects/markdown/syntax. | |
The type of the process. In a default installation, only the Service Request and Software Request: Approval Required process types are included. You can create new process types, as required. For example, you can create a process type for accessing a specific application, or a group of applications. For more information, see Define process types. |
Click Save and Continue.
4. |
On the Parent Ticket page that appears in the Create Process Template wizard, associate a parent ticket with this process template. |
a. |
Software Request: Approval Required process types only. This process type is meant for building special process templates that can be used to set up user downloads that require one or more approvals. If selected, a parent ticket is created from this process type by default. |
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To view or edit the contents of the ticket, click Software Request: Approval Required. |
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Tickets of this type do not allow you to edit the Title, Summary, Device, or Submitter fields. These fields will be populated with the values from the request that initiated the process. |
b. |
c. |
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Most fields are similar to those on the Ticket Detail page. See Create tickets from the Administrator Console Ticket page. You do not have to use the same category, owner, and so on, for the parent as you use for the child tickets. |
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The Due Date Offset is the amount of time required to complete work on a child ticket, and this amount of time is used to calculate the ticket due date. For example, if you set the Due Date Offset to four days, the child ticket's due date is offset to be four days after the ticket's creation date. Due dates are not enforced, but if the due date has passed, tickets are marked as Overdue on the Ticket list and they appear as Overdue on reports. |
d. |
5. |
Optional. After adding a parent ticket for a process, you can configure child tickets or activities for that process. Child tickets can be from different queues and they can be assigned different stages. |
a. |
On the Parent Ticket page that appears in the Create Process Template wizard, under Child Tickets, click Add Child Ticket. |
b. |
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Stage: The stage of the process at which the ticket is created, such as 1, 2, 3, and so on. You can assign multiple tickets to the same stage if necessary. For example, if the first stage is to obtain equipment and supplies for a new-hire, you might have several separate child tickets for ordering devices, office equipment, and supplies, all assigned to stage 1. |
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Title: A title for the child ticket. |
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Summary: A description of the task associated with this child ticket. |
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c. |
6. |
If you want the tickets created from this process template to require approvals, on the Approvals page that appears, select One or more approvals required for this process to start, and specify the information listed in the table below. |
One or more ticket approvers. You can edit the list of approvers, as required.
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Leaving this option set to zero '0' causes one-time notification to be sent without any recurrences. | |||||||
Use business hours and holidays for approval timeout and notification frequency |
Indicates if the system calculates the approval times using business hours. | ||||||
Overriding an approval advances the process ticket forward without waiting on any pending approvals. After the override, any pending approvals are closed out, a ticket history is written, and an Approval Received email is sent to approvers, as defined in the email notification. | |||||||
Any users with administrative access can override approvals. | |||||||
Any users belonging to group with this label can override approvals. |
7. |
On the Email Notifications page that appears, select the recipients of email notifications for each stage of the ticket lifecycle. |
TIP: To send email notifications to all recipients each time the ticket enters a new process stage, in the top-left corner, click Select All. To select all ticket stages for a particular recipient, select the check box in the recipient's column in the top row, as required. For example, to send email notifications to the Submitter each time the ticket enters a new stage, select the Submitter check box in the top row. |
8. |
Optional. Customize the email template for one or more process stages. |
a. |
On the Email Notifications page, in the row containing the stage whose email template you want to edit, click |
b. |
c. |
9. |
10. |
Display process description page while creating new process requests |
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When you use process status workflows, the Status field does not appear on the Ticket Detail page, even if that field is configured to appear for the related queue. The ticket Status field is still displayed for the child tickets. | |
In a default installation, only the Service Request and Software Request: Approval Required process types are included. You can create new process types, as required. For example, you can create a process type for accessing a specific application, or a group of applications.
The Software Request: Approval Required process type is meant for building special process templates that can be used to set up user downloads that require one or more approvals.
1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
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