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Title
KACE Kontinuing Education (KKE) Recording: Service Desk Process, E-Mail, Incident Management, and Manager Approvals -
Description
Learn about features of the Service Desk; The following topics are discussed:
- Workflow / Process Improvements
- Usability improvements in Process Template
- Duplicate Process Template
- Allow managers to view and comment on tickets for their employees through the User Portal
- Use 'Submitter Manager' association for users in approval workflows
- Incident Management
- Email Management
- Knowledge Base Enhancements
- WYSIWYG editor that supports rich text for KB articles
- Workflow / Process Improvements
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Resolution
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Additional Information
hd_control_panel settings_hd queue_list ticket_service_list manage_service_type advisory