Are there stored responses available in KBOX 1100 Service Desk?
We are looking for a stored reply or canned responses solution for the help desk staff using the KBOX1100 Service Desk. Are there any macro or stored paragraph type functionalities in KACE that allow us to pick from a drop down of frequently used phrases ("Please reboot your computer and try again." "Your password has been reset." , etc) so that we do not have to longhand text every reply into the comments section?
We thought about using the Knowledge base system for this but rejected that idea because 1) we don't want to clutter up our KB, and 2) we don't want the users on the portal to see all our standard replies in the KB either.
If this functioality doesn't exist in KACE, what are other people doing for their ticket replies and / or do you have any 3rd party or custom solutions you are using that you could recommend?
Thanks.
Answers (1)
For quick opened and closed tickets such as a password reset, you can create processes in the Service Desk for those frequent tickets. In the process you can fill out the ticket completely (short of the ticket submitter). Then, when anyone calls the help desk for one of those problems, you have a pre-built template complete with comments and resolution.
You can also use the KB like you indicated in your question. If you don't want the users to see your 'canned' responses, you can always restrict the KB articles to a specific user label (maybe your ticket owners?). That will allow you to pull them into tickets from the KB, and you won't have to worry about users seeing them.
Comments:
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Thanks, as well, for your suggestions. I like both of these ideas and will look into utilizing them - I appreciate it! - jschu67 11 years ago
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We wanted to have custom responses be easily added to the resolution note and not just comments, so I built a custom asset type to store them. A custom field on the queue allows the technician to choose the response and a rule then adds the response to the resolution field. - chucksteel 11 years ago
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How did you do that? - annien1 9 years ago
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I added several items and flagged them as limited to Help Desk Ticket Owners, but they are not adding to the comments... any thoughts? - jschu67 11 years ago
We use the KB ourselves with standard templates but as far as 3rd party, since the KBOX doesn't allow external solutions to connect to it, i haven't heard of anyone using anything else to do what you are describing. - nshah 11 years ago
KACE got rid of the html link and went with the add text link, which broke KB's like mine that use HTML to make it look pretty. I had to remove the HTML from my KB as HTML does not show in tickets, so the "append to ticket" feature just uglified everything. - Wildwolfay 11 years ago