As a ticket is worked on, comments are displayed when the Comment tab is selected. They are also shown in the History tab along with other history items.
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
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Select the Show attachments only check box to filter the comment list and display only comments that have attachments. |
To paste screenshots into tickets:
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You must access the Administrator Console using one of the following or higher browsers: Internet Explorer 11, Firefox 34, or Chrome 35. Pasting screenshots is not available to earlier versions of those browsers, and it is not available to any version of Safari. |
To attach files you must be able to browse to the files from the Administrator Console. You can attach files that are up to 8 MB in size.
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2. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
c. |
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The filename assigned to the screenshot appears in the Attachments section.
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a. |
b. |
c. |
9. |
a. |
b. |
c. |
The file is deleted from the ticket.
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
2. |
Service Desk ticket information can be manually emailed to recipients as needed.
The content and format of the email is controlled by the Email Ticket Manually notification template. Also, the $ticket_fields_visible token in the template displays all of the fields that are visible to the logged-in user who is sending the email. See Configuring email triggers and email templates.
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
2. |
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On the Email ticket page, enter the Email address of the recipient and update the Subject if necessary. |
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