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. |
c. |
2. |
In the Email on Events section, click Customize Emails to display the Service Desk Email Notifications page. |
3. |
4. |
For more information on the Ticket Escalation message, see Configuring email triggers and email templates.
For example, consider the tasks required to prepare systems and equipment for new-hires:
To set up a Service Desk process template see, Add, edit, and enable process 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. |
c. |
d. |
▪ |
▪ |
On the Process Templates page, click a process template name. |
2. |
A name that describes the overall process, for example, New Hire, Employee Termination, or Office Move. | |
For more information about the Markdown syntax, visit http://daringfireball.net/projects/markdown/syntax. | |
The type of the process. In a default installation, only the Service Desk process type is included. You can create new process types, as required. For example, you can create a process type for accessing a specific application, or a group of applications. For more information, see Define process types. |
Click Save and Continue.
3. |
On the Parent Ticket page that appears in the Create Process Template wizard, select a queue containing the parent ticket that you want to associate with this process template, and click Add Parent Ticket. |
4. |
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Most fields are similar to those on the Ticket Detail page. See Create tickets from the Administrator Console Ticket page. You do not have to use the same category, owner, and so on, for the parent as you use for the child tickets. |
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The Due Date Offset is the amount of time required to complete work on a child ticket, and this amount of time is used to calculate the ticket due date. For example, if you set the Due Date Offset to four days, the child ticket's due date is offset to be four days after the ticket's creation date. Due dates are not enforced, but if the due date has passed, tickets are marked as Overdue on the Ticket list and they appear as Overdue on reports. |
5. |
Optional. After adding a parent ticket for a process, you can configure child tickets or activities for that process. Child tickets can be from different queues and they can be assigned different stages. |
a. |
On the Parent Ticket page that appears in the Create Process Template wizard, under Child Tickets, click Add Child Ticket. |
b. |
▪ |
Stage: The stage of the process at which the ticket is created, such as 1, 2, 3, and so on. You can assign multiple tickets to the same stage if necessary. For example, if the first stage is to obtain equipment and supplies for a new-hire, you might have several separate child tickets for ordering devices, office equipment, and supplies, all assigned to stage 1. |
▪ |
Title: A title for the child ticket. |
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Summary: A description of the task associated with this child ticket. |
▪ |
c. |
6. |
If you want the tickets created from this process template to require approvals, on the Approvals page that appears, select One or more approvals required for this process to start, and specify the information listed in the table below. |
7. |
On the Email Notifications page that appears, select the recipients of email notifications for each stage of the ticket lifecycle. |
8. |
Optional. Customize the email template for one or more process stages. |
a. |
On the Email Notifications page, in the row containing the stage whose email template you want to edit, click |
b. |
c. |
9. |
10. |
Display process description page while creating new process requests |
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When you use process status workflows, the Status field does not appear on the Ticket Detail page, even if that field is configured to appear for the related queue. The ticket Status field is still displayed for the child tickets. | |
In a default installation, only the Service Desk process type is included. You can create new process types, as required. For example, you can create a process type for accessing a specific application, or a group of applications.
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. |
c. |
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