Having multiple ticket queues is useful when:
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You have different sets of tickets with different requirements. For example, if you use tickets for typical Service Desk tasks such as fixing device-related problems, and you also use tickets to keep track of problems with a fleet of automobiles, you can set up separate queues for each type of problem. |
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Service Desk staff are assigned to a specific set of tickets. For example, if your organization has offices in different cities, and each city has a Service Desk staff dedicated to that location, you can manage tickets in separate queues. However, if your Service Desk staff handles multiple offices from a single location, a single queue is sufficient. |
For information about configuring ticket queues, see Configuring Service Desk ticket queues.
You can add Service Desk ticket queues as needed.
If you plan to move Service Desk tickets from one queue to another, be sure to use the same values, including custom fields, in each queue. Otherwise, data from the old queue is altered to match the new queue. See Move tickets between queues.
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Log in to the appliance Administrator Console, https://appliance_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. |
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CAUTION: When delivering email to the appliance directly (forwarding email to the appliance), the local portion of the appliance address and the alternate address must match. For example, servicedesk@kbox and servicedesk@company.com.
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In the Email Configuration section, go to the Inbound tab and select the POP3 option. If you have set up a POP3 server, enter the POP3 email user ID and password in the User / Password fields. |
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