KACE Kontinuing Education (KKE) Recording: Service Desk Process, E-Mail, Incident Management, and Manager Approvals (4309749)

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