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KACE Systems Management Appliance 15.0 - KACE Service Desk Administration Guide

About the KACE Service Desk Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring session timeout settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Enable API Access for the appliance Disable API Access for the appliance Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings Configuring Content Security Policy
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Work with Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates About Remote Control Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

Using parent-child ticket relationships

Using parent-child ticket relationships

Enable parent-child ticket relationships for a queue
Enable parent tickets to close child tickets
Create child tickets for any ticket
Designate tickets as parents and add existing tickets as their children
Use a parent ticket as a to-do list
Use parent tickets to organize duplicate tickets

You can set up any Service Desk ticket as a parent ticket and assign child tickets to it.

There are two ways to use the parent-child relationship:

•
Prevent the parent from being closed unless all its child tickets are closed. This strategy uses the parent ticket as a global to-do list and each child ticket as a separate task on the list. After all the tasks are completed and the child tickets are closed, the parent can be closed.
•
Close all child tickets when you close the parent ticket. This strategy is useful for tickets that are duplicates of the same problem. For example, if a server crashes and users file duplicate tickets about the issue. When the server is restored, the ticket owner can close the parent and close all of the child tickets at the same time.

Regardless of the strategy you choose, child tickets cannot be orphaned. That is, you cannot close the parent ticket before closing the child tickets.

* 
NOTE: You can create many levels of parent-child ticket relationships, but closing child tickets by closing their parent ticket works for only one parent-child level.

Enable parent-child ticket relationships for a queue

Enable parent-child ticket relationships for a queue

Parent-child ticket relationships are disabled by default. To enable them, you can configure queues to show the PARENT_INFO ticket field. If you have multiple queues, you enable parent-child ticket relationships in each queue separately.

1.
Go to the Service Desk Queue Detail page:
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.
b.
On the left navigation bar, click Service Desk, then click Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
On the Service Desk Configuration page, under the Queue section, click the Customize fields link.
3.
Go to the Related Ticket information tab and select the Edit button for the PARENT_INFO field to make changes to that field’s settings: .
4.
Select one of the Owners Only - Visible to Users permission settings.
5.
Click Save in the row.
6.
Click Save at the bottom of the page.

When you save these changes, ticket owners and administrators (by default) are able to make any ticket in the queue a child or a parent ticket.

Enable parent tickets to close child tickets

Enable parent tickets to close child tickets

You can configure queues to allow parent tickets to close child tickets. When this is configured, child tickets are closed automatically when parent tickets are closed.

Enable parent-child relationships for queues. See Enable parent-child ticket relationships for a queue.

1.
Go to the Service Desk Queue Detail page:
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.
b.
On the left navigation bar, click Service Desk, then click Configuration.
c.
On the Configuration panel, click Create and manage queues in Queue section.
d.
To display the Queue Detail page, do one of the following:
▪
Click the name of a queue.
▪
Select Choose Action > New.
2.
On the Service Desk Configuration page, under the Queues section, click Modify configurations and preferences to display the Queue Customization page. Then go to the Preference tab.
3.
At the bottom of the page, click Save.

The change is applied to the queue. When you close parent tickets, any child tickets are closed automatically.

Create child tickets for any ticket

Create child tickets for any ticket

Child tickets are Service Desk tickets that have other tickets as their parents. Creating child tickets is useful for organizing tickets and managing related tasks. You can create child tickets for any ticket in any queue that has parent-child ticket relationships enabled.

Parent-child ticket relationships are enabled for the queue. See Enable parent-child ticket relationships for a queue.

1.
Go to the Service Desk Tickets list:
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.
b.
On the left navigation bar, click Service Desk, then click Tickets.
2.
To create a child ticket for an existing ticket:
a.
On the Tickets list, click a ticket title.
b.
On the Ticket Detail page, select Choose Action > Save and Create Child.
* 
NOTE: This option is available only if parent-child relationships are enabled for the queue.
c.
Provide the required information for the child ticket, then click Save.
3.
To create a child for a new ticket:
a.
On the Tickets list, select Choose Action > New.
b.
On the Ticket Detail page, provide the required information for the parent ticket.
c.
Select Choose Action > Save and Create Child.
* 
NOTE: This option is available only if parent-child relationships are enabled for the queue.
d.
Provide the required information for the child ticket, then click Save.

You can use parent tickets to organize duplicate tickets, and you can enable parent tickets to close child tickets. See:

•
Use parent tickets to organize duplicate tickets
•
Enable parent tickets to close child tickets
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