You can create Service Desk tickets using the User Console.
When you create tickets from the User Console, your user information is automatically added to the Submitter field on the New Ticket page.
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Go to the User Console: http://KACE_SMA_hostname/user where KACE_SMA_hostname is the hostname of your appliance. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
You can create Service Desk tickets from the Administrator Console Ticket page as needed.
When you create tickets from the Administrator Console Ticket page, your user information is automatically added to the Submitter field of the New Ticket page.
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Log in to the KACE SMA Administrator Console, http://KACE_SMA_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. |
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A more detailed description of the issue.
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If you are creating or editing a child ticket from a process template, you also have an option to set this field to the Parent Owner or the Parent Submitter of the associated parent ticket. | |||
Select a device in the drop-down list, as needed. To view the device details, click | |||
Filter the device list based on the devices that are assigned to the submitter. If any devices are assigned to the ticket submitter, this option appears selected by default on this page. However, when you open this ticket on the Ticket Detail page, this option is not selected, and the Device field shows the device selected when the ticket was first created. This is default behavior. Leaving this check box cleared prevents you from accidentally selecting a device that may not be related to the issue associated with the ticket. | |||
The number of people that are inconvenienced or cannot work. | |||
The user responsible for managing the ticket through its lifecycle. If you are creating or editing a child ticket from a process template, you also have an option to set this field to the Parent Owner or the Parent Submitter of the associated parent ticket. | |||
Date and time the ticket is scheduled to be completed. If Service Level Agreements are not enabled, the due date is set to None, by default. If Service Level Agreements are enabled, the due date is automatically calculated according to the SLA settings. The due date is calculated based on the priority set when the ticket is submitted. If the priority is changed after the ticket is initially submitted, the calculated due date will be recalculated according to the new priority but based on the original submitted date and time. If the SLA resolution time configuration is changed, it is only applicable on new tickets. Old tickets are not affected. See Configuring Service Level Agreements. Select Manual Date to manually set the due date and time. In this case, if Service Level Agreements are enabled, the due date and time is calculated and displayed as an option, but not selected. | |||
A list of users who receive a notification email when a ticket event occurs. The CC List is emailed based on the ticket event and Ticket CC being configured for the queue Email on Events configuration. | |||
The resolution of the issue associated with the ticket.
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If you want to add an automatic response as a resolution to this ticket, click Predefined Response and select a response template. The selected response template appears in the Resolution field. You can add multiple response templates as resolution entries. They appear in the order you selected them.
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This section does not appear if you are creating a ticket from a process template. | |||
Click to add an additional ticket to this ticket's related information. | |||
The Referrer is a read-only field that holds a ticket reference to any ticket that references this ticket by way of the See also section. | |||
This section allows you to edit the list of tickets merged with this ticket, as applicable. Any tickets that you want to merge must belong to the same queue. When you merge tickets using the Ticket Detail page, the open ticket becomes the master ticket. All other merged tickets are archived when you merge them. For more details, see Merging tickets. To add a merged ticket, click Add Tickets to Merge/Edit Merged Tickets, and select a ticket from the list that appears. | |||
This section only appears if you are creating a ticket from a process template. All of the settings appearing in this section are read-only. For complete information about creating and configuring process templates, see Add, edit, and enable process templates. | |||
The name of the process template associated with this ticket. | |||
The type of the process. In a default installation, only the Service Desk and Software Request: Approval Required process types are 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. | |||
The status of the workflow associated with this process template. For example, Pending Approval. | |||
The name of the parent ticket, as defined in the process template associated with this ticket. | |||
A list of users that are assigned as approvers for this ticket, if applicable.
If the logged on user account is not associated with a manager, and the associated process template specifies that the submitter's manager must approve the related process tickets, an error is displayed when you attempt to save the ticket. However, if the submitter's managers is just one of the approvers, the Process Approvals section lists the other approvers, and you can save the ticket without any errors being displayed. | |||
Click to add an additional ticket to this ticket's related information. | |||
The Referrer is a read-only field that holds a ticket reference to any ticket that references this ticket by way of the See also section. | |||
If you want to add an automatic response as a resolution to this ticket, click Predefined Response and select a response template. The selected response template appears in the Resolution field. You can add multiple response templates as resolution entries. They appear in the order you selected them.
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Look up a Knowledge Base article and append its contents to the ticket comments. For more information about Knowledge Base articles, see Managing Knowledge Base articles. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
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A summary of the changes you are submitting for the same fields listed in the Their Changes column. These changes might conflict with the changes submitted by other users.
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Changes that are contradictory. For example, if you changed the ticket Category to Software, and a different user changed the Category to Network, the changes would be summarized in the Conflict! section. | |||
A summary of the changes that do not conflict. For example, if you added information to the ticket Summary and a different user changed the Impact, each of the changes would be summarized in the Modified! section. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
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A summary of the changes you are submitting for the same fields listed in the Their Changes column. These changes might conflict with the changes submitted by other users.
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Changes that are contradictory. For example, if you changed the ticket Category to Software, and a different user changed the Category to Network, the changes would be summarized in the Conflict! section. | |||
A summary of the changes that do not conflict. For example, if you added information to the ticket Summary and a different user changed the Impact, each of the changes would be summarized in the Modified! section. |
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Click Keep Your Changes to save changes you have made. This option appears when your changes do not conflict with the changes made by other users. |
NOTE: If a different user has modified a field, such as Category and you have not modified that field, the change appears in the Modified! section. The Your Changes column displays - -, which indicates that you have not modified the content, and the other user's changes will be preserved. |
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Click Overwrite Conflicts to save changes you have made to the ticket. For any changes marked as Conflict!, your changes overwrite the changes made by other users. |
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You can create Service Desk tickets for devices from the Device Detail page as needed.
When you create Service Desk tickets from the Device Detail page, user and device information is automatically added to the ticket.
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Log in to the KACE SMA Administrator Console, http://KACE_SMA_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. |
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In the Activities section, click Service Desk Tickets to display a table showing tickets related to the device. |
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If you want to create a ticket based on a process template, select the process from the Process drop-down list. |
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Provide the required information. See Create tickets from the Administrator Console Ticket page for a description of the ticket fields. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
You can create Service Desk tickets for assets from the Asset Detail page as needed.
When you create Service Desk tickets from the Asset Detail page, user and asset information is automatically added to the ticket.
1. |
a. |
Log in to the KACE SMA Administrator Console, http://KACE_SMA_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. |
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If you want to create a ticket based on a process template, select the process from the Process drop-down list. |
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Provide the required information. See Create tickets from the Administrator Console Ticket page for a description of the ticket fields. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
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