KACE Systems Management Appliance 13.2 Common Documents

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:

•

Hardware – Monitor

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

•

Hardware – Monitor – AceElectronics – V4500

•

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 Queues.

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

▪

Click the name of a queue.

▪

Select Choose Action > New.

In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.

On the Queue Customization page, in the Category Values section, 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.

◦

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

◦

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.

◦

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.

◦

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.

◦

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.

Click Save at the bottom of the page or continue editing ticket values.

The new categories and subcategories appear on the Ticket Detail page and are available to new and existing tickets.

Customizing ticket values

Customize ticket status values

Customize ticket priority values

Customize ticket impact values

You can customize the values available for ticket status, ticket priority, and ticket impact.

Customize ticket status values

You can customize the values that indicate ticket status, such as open or closed.

IMPORTANT: Status values are often used in Ticket Rules. Make sure you review your Ticket Rules and understand how status values are used in those rules before you modify status values. See About Ticket Rules.

Go to the Service Desk Queue Detail page:

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

On the Configuration panel, click Queues.

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

▪

Click the name of a queue.

▪

Select Choose Action > New.

In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.

In the Status Values section, click the Edit button beside a value to modify it:

, or click the Add button at the top of the list to add a new value,

Edit the Status Values fields:

Field

Description

Name

The name for the status value.

State

The state assigned to the status value.

•

Opened: The ticket is active. Only this State can be escalated. See Using the ticket escalation process.

•

Closed: The ticket has been resolved.

•

Stalled: The ticket is open past its due date, but is not in escalation.

Click Save in the row.

To update categories, use the icons to the right of each row:

◦

: Change the sort order of columns.

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: Add a field.

◦

: Change the values.

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: Change the order of values.

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: Remove the values.

NOTE: You cannot remove a value if it is in use, or if it is the default ticket value. To remove a value that is being used, add a value, then, in the ticket where the value is used, change the old value to the new value. When the old value is no longer in use, the Delete button appears next to the value:

Click Save at the bottom of the page or continue editing ticket values.

Customize ticket priority values

You can customize the values that indicate ticket priority as needed.

Go to the Service Desk Queue Detail page:

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

On the Configuration panel, click Queues.

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

▪

Click the name of a queue.

▪

Select Choose Action > New.

In the Ticket Defaults section, click Customize These Values to display the Queue Customization page.

In the Priority Values section, click the Edit button beside a value to modify it:

, or click the Add button at the top of the list to add a new value,

Edit the Priority Values fields:

Field	Description
Name	Enter a name for the custom field.
Color	(Optional) Select a color to use for this status on the ticket list pages.
Escalation Time	(Optional) Enter a time limit, after which an open ticket of this priority is escalated. Enter a time integer and a unit from the drop-down list. See Using the ticket escalation process.
Use Business Hours/Holidays	(Optional) Whether to use the settings for business hours and holidays when calculating the priority of tickets in the queue. If business hours and holidays are configured for the Service Desk, select this check box to take these hours and holidays into account when determining whether to escalate tickets based on their priority. Clear the check box to ignore settings for business hours and holidays in this queue.

Click Save in the row.

Use the icons to the right of each row to modify additional values:

◦

: Change the sort order of columns.

◦

: Add a field.

◦

: Change the values.

◦

: Change the order of values.

◦

: Remove the values.

Click Save at the bottom of the page to save changes and return to the Queue Detail page.

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KACE Systems Management Appliance 13.2 Common Documents - Administrator Guide

Create ticket categories and subcategories