Multiple ticket queue's - Need separate survey's!
We have several departments that use KACE to track tickets pertaining to their respective departments.
I'm the IT Helpdesk Manager and I am interested in getting feedback from Customers that MY team assists. I have a certain set of questions that I need feedback on and those questions have absolutely nothing to do with the other departments that use our KACE system.
I have a IT related survey on Surveymonkey.com. However, when one of the other departments close a (non-IT Related) ticket, I don't want my survey to go to those Customers.
How can I make this happen?
Please don't tell me "Create a custom ticket rule"... I am VERY LIMITED on how to write code for KACE... lol Any help would be GREATLY appreciated!!
Answers (1)
Unfortunately, if it's possible, the answer would be an on-save ticket rule. There is no built in functionality in the KBOX for multiple surveys.
I'm not that familiar with writing ticket rules in MySQL either, perhaps someone here can help.
KACE does offer a service to write custom rules. It's called Professional Services.
Here is some documentation on ticket rules:
What Are Ticket Rules
http://www.kace.com/support/resources/kb/article/What-Are-Ticket-Rules?action=artikel&cat=8&id=965&artlang=en
Precautions when creating ticket rules
http://www.kace.com/support/resources/kb/article/Precautions-when-creating-ticket-rules?action=artikel&cat=8&id=689
Creating, Testing and Troubleshooting Helpdesk Ticket Rules
http://www.kace.com/support/resources/kb/article/Creating-Testing-and-Troubleshooting-Helpdesk-Ticket-Rules?action=artikel&cat=8&id=614&artlang=en
