KACE Systems Management Appliance 13.2 Common Documents - KACE Service Desk Administrator Guide

Enabled

Whether the SLA is enabled for the priority. Select the check box to enable the SLA, clear the check box to disable it.

NOTE: If the Service Level Agreement is enabled for a Priority, the ticket due date is calculated automatically based on the Resolution Time defined for that priority. Any user who has Modify Permission on the DUE_DATE field is able to override this automatically calculated date.

Resolution Time

The time, in hours or minutes, for the enabled priority. This time period is used to automatically calculate a ticket's due date and time based on the date and time the ticket is submitted.

Use Business Hours/Holidays

Whether to use the configured business hours and holidays when calculating ticket due dates for each priority. Select the check boxes to use these settings. See Configuring Service Desk business hours and holidays.

Notification Recurrence

The time, in hours or minutes, for email notifications to be sent. A recurring email notification is sent when a ticket has passed its due date and is not yet resolved. The email is sent to the users specified in the SLA Violation email event, if configured in the Email on Events section. See Configuring email triggers and email templates.

NOTE: To send a single email notification with no recurrence, enter 0.

Name

The name of the Service Desk queue. This name appears in the From field when users receive email messages from the Service Desk.

Email Address

A fully qualified email address for the server. Users typically do not reply to this address.

If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field.

Ticket Number Prefix

Specify a custom ticket prefix for this queue. You can use a different prefix for each queue to organize your Service Desk workflow, and to associate them with applicable categories, such as HD for Helpdesk or REQ for hardware and software requisitions.

Alternate Email Address

Support@mydomain.com

The primary email address your users send email to. The appliance also uses this address to send email from the Service Desk. Confirm that the domain name is correct for your email service.

NOTE: As a valid email address, this address is subject to the same spam and security vulnerabilities as any other email address.

Allow all users as submitters

Allow anyone who is a user on the appliance to submit tickets through this Service Desk queue.

Restrict Submitters by Label

Select submitters by label only. Available only when Allow all users as submitters is not selected.

Allow all users as approvers

Allow users on the appliance to approve tickets through this Service Desk queue.

Restrict Approvers by Label

Select approvers by label only. Available only when Allow all users as approvers is not selected.

Owner Label

If you want to enable all users to have the ability to approve tickets, select Allow all users as approvers.

Identify the users who are allowed to own and manage tickets — typically, your IT staff. You must have a Ticket Owner who is responsible for managing the ticket through its life cycle.

To do that, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the users that you want to select as Ticket Owners. Close the dialog box.

Accept email from unknown users

Allow unrecognized users to create tickets.

If this option is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket. The sender is added to the appliance as a user with the User Console Only role. By default, this role has permission to create, view, and modify Service Desk tickets, and to interact with the appliance exclusively through the User Console. You can adjust the level of permissions associated with this and other roles, as applicable. For more information, see Setting up roles for user accounts.

If disabled, the preceding process works only when the email address of the sender is already associated with a Service Desk user account.

Allow ticket deletion

Allow ticket owners and administrators to delete tickets. This setting is useful if you do not want staff to delete tickets. You can periodically select this check box to clean out old tickets, then clear it again to prevent ticket deletion.

Allow parent ticket to close child tickets

Enable the system to automatically close child tickets when parent tickets are closed.

Allow last child ticket to close parent ticket

Enable the system to automatically close parent tickets when the last child ticket is closed.

Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)

Grant read and write permissions to all users who are assigned to the Administrator role.

Default ticket owner comments to Owners Only visibility

Automatically select the Owners Only check box when comments are added to tickets.

Enable ticket conflict warning for ticket owners

Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts.

NOTE: By default, this warning is enabled on new queues and disabled on queues that were created in appliance version 6.3 or earlier.

The dialog is displayed only if other users have modified the ticket, and it is displayed to administrators and ticket owners only. The dialog is not displayed to other users.

NOTE: The dialog summarizes all changes made by other users. However, the current user's changes are summarized only if they conflict with changes made by other users.

Allow managers to view and comment on their employee's tickets

Enable manager accounts to view and edit comments in the tickets submitted by their employees. For more information, see View ticket comments.

Allow Ticket CC list to view and comment on the ticket

Allow the users on the ticket CC list to add comments to the ticket.

Add any user to Ticket CC list when they comment on a ticket

Add any users that comment on a ticket to a CC list for that ticket, allowing them to be notified by email about further changes to the ticket.

All users can edit/delete their own comments (including attachments)

Allow all users to edit or remove their own comments, including file attachments.

User Label

To allow specific users to edit or delete their own comments and attachments using labels, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the users that you want to select. Close the dialog box.

All technicians can edit/delete comments entered by others (including attachments)

Allow all technicians to edit or remove comments added by others, including file attachments.

Technician Label

To allow specific technicians to edit or delete their own comments and attachments using labels, click Manage Associated Labels. In the Select Labels dialog box that appears, select one or more labels associated with the technicians that you want to select. Close the dialog box.

Enable aggressive HTML sanitization

Remove all malicious code on all fields that accept HTML.

Allow Knowledge Base article suggestions

Display KB article suggestions while typing the ticket title.

NOTE: If this option is disabled and a password manager is linked to the browser, this prevents the browser from auto-completing the related Service Desk ticket fields.

Ticket attachment restrictions

Indicate how you want to handle file attachment restrictions, as applicable.