Help / Service Desk Setup
Hello, I'm currently setting up the Service Desk portion of our KBOX and am trying to figure out the best solutions. Here's how our organization is setup:
We are part of a church / ministry. The church has it's own building and the ministry has a separate building. This separate building contains most of the day to day departments, such as IT, accounting, HR, etc.
There is also a school tied to the church that operates in two separate buildings but are still on the same campus as the ministry and the church.
I'm trying to figure out if it would be in our best interest to create multiple queues for the separate sub-organizations, IE "Support Request" For general ministry tickets, "School" for the tickets related to the school, etc. OR if it'd be best to simply have one queue that houses all of the tickets.
I would think the greatest advantages to having multiple queues is being able to sort / report tickets by location (building) very quickly. However, KBOX may have the ability to sort and report based on any criteria, making it irrelevant to create multiple queues.
I'm just looking for ideas here. I know that every organization is set up completely different and thus, the help / service desk is going to be setup different, but if I could get some ideas of how you all have set this up, I think it would greatly help me out.
Thanks in advance.
We are part of a church / ministry. The church has it's own building and the ministry has a separate building. This separate building contains most of the day to day departments, such as IT, accounting, HR, etc.
There is also a school tied to the church that operates in two separate buildings but are still on the same campus as the ministry and the church.
I'm trying to figure out if it would be in our best interest to create multiple queues for the separate sub-organizations, IE "Support Request" For general ministry tickets, "School" for the tickets related to the school, etc. OR if it'd be best to simply have one queue that houses all of the tickets.
I would think the greatest advantages to having multiple queues is being able to sort / report tickets by location (building) very quickly. However, KBOX may have the ability to sort and report based on any criteria, making it irrelevant to create multiple queues.
I'm just looking for ideas here. I know that every organization is set up completely different and thus, the help / service desk is going to be setup different, but if I could get some ideas of how you all have set this up, I think it would greatly help me out.
Thanks in advance.
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Posted by:
cblake
13 years ago
In my experience Queues makes sense when there are completely different types of categories and priorities, etc.- E.G. Departments. Accounting, HR, Building Services, and IT all handle completely different types of requests, so I might create separate queues for each. Alternatively, many schools create separate queues based on the teams that will handle the requests when techs only address issues from their locations.
Sorting by location could be handled with a custom field rather easily. I also see Categories and Subcategories handling this sometimes.
Eg:
School::Request for Help
School::Request for Access
Church::Request for Help
Church::Request for Access
Admin::Request for Help
Admin::Request for Access
As you said, all organizations are different, and there's several ways to accomplish things. Hope this was helpful.
Here are some recordings from our KKE sessions that may be of help as well.
For upcoming Free Kace Kontinuing Education Series schedule please see: http://software.dell.com/KKE
K1000 KKE's: https://support.software.dell.com/k1000-systems-management-appliance/kb?k=KKE
Sorting by location could be handled with a custom field rather easily. I also see Categories and Subcategories handling this sometimes.
Eg:
School::Request for Help
School::Request for Access
Church::Request for Help
Church::Request for Access
Admin::Request for Help
Admin::Request for Access
As you said, all organizations are different, and there's several ways to accomplish things. Hope this was helpful.
Here are some recordings from our KKE sessions that may be of help as well.
For upcoming Free Kace Kontinuing Education Series schedule please see: http://software.dell.com/KKE
K1000 KKE's: https://support.software.dell.com/k1000-systems-management-appliance/kb?k=KKE
Posted by:
richg
13 years ago
Thanks Chris, Trying to make some more ground before our training session tomorrow morning.
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