KACE Systems Management Appliance 14.1 Common Documents - KACE Service Desk Administrator Guide

When users select the Monitor subcategory, you might want to display additional subcategories, such as model information: The image shows the Monitor category expanded to display ClearView2000 as a subcategory.

Most customers use a two-tiered approach to categories and subcategories. They create general categories and subcategories for users, such as:

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Hardware – Monitor

Then they create additional subcategories with model information for Service Desk staff, such as:

•

Hardware – Monitor – AceElectronics – V4500

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Hardware – Monitor – AceElectronics – V4600

Go to the Service Desk Queue Detail page:

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.

On the left navigation bar, click Service Desk, then click Configuration.

On the Configuration panel, click Create and manage queues in Queue section.

To display the Queue Detail page, do one of the following:

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Click the name of a queue.

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Select Choose Action > New.

In the Queues section, click Customize fields to display the Queue Customization page.

On the Queue Customization page, in the Category Values tab, the Tree View tab opens by default, allowing you to create and manage ticket categories and subcategories. You can review existing categories and sub-categories in list form on the List View tab, if needed.

Create and edit ticket category and subcategory nodes using the tree widget, as required.

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To add a new root category, click

, and specify the category name.

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To add a new subcategory, right-click the parent category node, and in the menu that appears, choose Create.

On the Queue Customization page, categories and subcategories appear as follows:

On the Ticket Detail page, categories and subcategories appear as follows: The categories in the image are Hardware, Monitor, AceElectronics, and V5000

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To rename a category, right-click the category note, choose Rename in the menu, and type the new name.

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To delete a category, right-click the category note, choose Delete in the menu, and in the Confirm dialog box that appears, click Yes.

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To sort all subcategories in a category, right-click the category note, and in the menu, choose Sort > Ascending or Sort > Descending, as applicable.

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To sort all categories and their subcategories in ascending order, click

, and in the Confirm dialog box that appears, click Yes.

NOTE: Deleting a category does not remove its subcategories from the tree.

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To find a specific category, start entering the category name in the search box. The matching results appear highlighted in the tree widget as you type.

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To move a category, drag the category node to a desired position in the tree.

To edit a category, select it in the tree, and provide the following information in the area on the right. When you finish making changes to the category, click Add.

Field	Description
Default Owner	The user that is automatically assigned as owner of the ticket category or subcategory when tickets are created. If you move an existing ticket to a category with a different default owner, the owner of the ticket does not automatically change. The owner of the ticket must be changed manually.
CC List	Clear this check box to prevent the CC List from being displayed on tickets. Because DefaultTicketOwners is the default owner, all potential ticket owners receive an email when a ticket is created.
User Settable	Allows users to change the corresponding category. Clear the check box to reserve the action for Service Desk staff only. Users see categories even if they cannot change them.