How to Create a Help Desk Process (4240768)

How to Create a Help Desk Process

There is a need to automate the creating of help desk tickets for actions that are re occuring. An example would be a New Hire process, which has multiple items that need to be completed. Creating a help desk process will allow for tickets to be created and ordered as needed. This will ensure all necessary steps are completed each time the process is used. Defaults can be assigned for each step in the process to help simplify the tasks being completed. 

1.  While in the adminui, Click Service Desk | Configuration.

2.  Click Processes Templates | Choose Action | New.

3.  Enter a title for the new process under the Name section.

4.  For the Define Process Template (Step 1 of 5), enter a brief description under the Description section.   

5.  From the wizard (Step 2 of 5), select the appropriate queue from the drop-down menu.  Select Add Parent Ticket.  

6.  On the New Parent Ticket page enter a title and select all other categories as necessary, when ready select Save to return to the Create Process Template wizard.

7.  On the Create Process Template (Step 2 of 5) page, the Child Ticket(s) is now configurable (optional)| Select appropriate queue for next step. Note:  It can be in a different queue than the first selection if required.  Child Ticket(s): Click Add Child Ticket.

10. Enter name for second step in the Title Summary.  Enter a Summary if necessary and select all the appropriate drop-down menus to configure this child ticket.

11. Stage can be left at 1 or changed to 2 as needed for tasks to be ordered increment each stage by one. If tasks can be completed in any order leave at 1. 

12. Click  Save.

13. Repeat steps 7 through 12 as needed.  Once completed, click on Save and Continue.

14. Select if Approvals is required or not, then click on Save and Continue.

15. Configure the Email Notifications (Step 4 of 5).  Click Save and Continue.

16. For Publish (Step 5 of 5), make sure to check or configure "Display process to all users" option.  This option is selected by default. If you want to restrict end user access to this process, clear this option. Alternatively, select a label associated with the group to which you want to grant access.  Enabled:  Processes must be enabled before you can use them to create process tickets. Select this check box if you want to enable users to create tickets from this process template.  For other options, some have the blue "?" icon available to click on to provide additional information.  Click on when completed.

15. Verify process by navigating to Service Desk | Tickets | New. The process should be available within the drop-down New Ticket From Process menu. 

Note:  The most recent KACE Administrator Guide will offer detailed steps on the creation of the process.  This article was created as a companion guide to the Administrator Guide and to provide some visual representation for the process creation.