[HELP - K1000] Can I design a user portal self-service new-hire request checklist?
1. Requestor accesses the Self Service KACE Portal
2. Creates New Ticket
3. From the Dropdown List under Queue -> Selects User Account Creation
4. Requestor Populates the Required Information including the Manager for “Approval”
5. Request is Sent to Manager for Approval
6. Once Approved, Tickets Rules Apply:
a. RULE 1: Based on the Location selected in the User Account Creation Form, a Ticket is created in the respective Location IT Queue with field level details of the User Account Creation ticket in the description field of the Location IT Queue and a Link to the User Account Creation ticket
b. RULE 2: Based on the Software’s selected in the User Account Creation Form, Emails are sent out to respective Department Contacts e.g
a. hr@company.com
b. procurement@company.com
c. it@company.com
d. finance@company.com
7. If no action is taken on the ticket in 3 days’ time, auto-escalation of the ticket to support@company.com.
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Version: 7.0.121306 - adrianK 7 years ago
Answers (2)
Comments:
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So, I copied much of this from a request that went ignored. What I'd like to try to attempt at a base level is this --
In the self service portal, allow the user to select a template based on the department the new hire will be starting in.
1. Where can I start with creating these checklists?
2. Should I create a completely separate queue for these? - adrianK 7 years ago-
Your checklists would have to be custom fields.
Yes, I would recommend having a separate queue for these requests.
As to why the other request didn't get any answers, there is a lot involved here and it isn't clear what work you have already done. Most people on this site aren't going to provide an entire solution for your business process, but a lot of us will provide help for the individual pieces. You will probably get better results if you:
Start setting up your queue
Read the administrator guide when you have a question
If you still can't resolve the issue post the specific question and include what you have already tried and where you are hitting a roadblock. If it involves creating a rule include your SQL select statement. - chucksteel 7 years ago-
Chuck, I appreciate the reply. The only reason I referenced the unanswered request is because there were zero responses to it. I'm definitely not looking for someone to design the entire business process for me, far from it. However, given how incredibly clunky and antiquated the methods are within KACE for designing certain forums or workflows or even simple ticket interfaces (limited custom fields...???) I had to keep the question broad to see if the K1000 could even do what I wanted it to do.
Again, I appreciate the response, I'll get to work creating the queue and corresponding checklists. This appliance was dumped in our lap by a now former coworker who touted all of these capabilities and now I'm saddled with cobbling things together to get all of those promises realized.
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I can't reply to your latest comment but the version is --
Version: 7.0.121306.
I'll look into KACE Bootcamp. - adrianK 7 years ago -
What version is your appliance? I ask mostly because there is no longer a limit on the number of custom fields and that will probably be important for your process. I would also recommend that you consider attending a KACE Bootcamp session or other training opportunity from Quest. The K1000 is a very capable appliance if you know how to take advantage of it. Knowledge of MySQL is very useful, also. - chucksteel 7 years ago
Comments:
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We have had Kace since 2010 and I think it's very sad that the answer to just about everything someone wants to do is create a new queue. - scarpent 6 years ago
