If you have multiple queues, you can move tickets between them as needed.
The following example shows how a custom field is treated when tickets are moved between queues:
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The CUSTOM_1 value, Pilot Error, is retained in the ticket being moved.
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If you change the CUSTOM_1 value of the ticket being moved to Tampa, the Pilot Error value is no longer available for the ticket that has been moved. |
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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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Performing a bulk edit against a set of tickets does not affect ticket rules. Any ticket rules associated with the tickets you bulk edit continue to run, as configured. For more information about ticket rules, see Using Ticket Rules.
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a. |
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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In the Queue drop-down list, which appears above the table, select a queue containing the tickets that you want to edit. |
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In the Bulk Ticket Update dialog box that appears, in the Field Name column, select a field whose value you want to update. Then, in the Field Value column, set the value that you want to assign to the selected field. |
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To add a field to this bulk edit, click Add field to update, and specify the field's name and value. |
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To suppress email notifications to the applicable users about this change, select Supress Notifications. |
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When editing the CC List field, any email addresses you add are appended to the existing CC list. To replace the items in the CC list with the values you provide here, ensure the Append to existing CC list check box is cleared. |
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Bulk edits of the Comment field does not replace the existing comments, it only adds a new comment to the existing ones. |
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When done, click Save. |
You can distribute software, scripts, and other downloadable files to users through the User Console. In addition, you can make Knowledge Base articles available for users to view in the User Console.
To enable users to access the User Console, you must create user accounts on the appliance or enable LDAP authentication. See About user accounts and user authentication.
You can create, label, and delete User Downloads using the Administrator Console.
To make items available in the User Console, you must upload them in the User Downloads section of the Administrator Console. See Add User Downloads.
To run installers and scripts, users must have the KACE Agent software installed on their devices. See About managing devices.
To limit user access to downloadable items, select the device labels to which the items apply, or apply labels to the items themselves. See Apply labels to User Downloads.
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