KACE Product Support

Nope.

How do people generally deal with tickets that require multiple assignees? Ticket cc? Parent/child tickets? Custom Field?

Logically there must be only one Owner of the Ticket. However if you want to inform multiple users on Ticket Creation or Changes then Kbox provides multiple options to achieve this objective some are illustrated below.

a. When there is no Help Desk coordinator: Create a user on Kbox as default Owner of each category e.g. (Helpdesk_Owner_for_Software, Helpdesk_Owner_for_Hardware, Helpdesk_Owner_for_Network) and create email alias against each Owner in your Email Server, add multiple users on that alias.
So, whenever a ticket will be created under the specified category all users will receive Email Alert. Upon taking ownerships from one of the member of that Help Desk staff all other members will be informed.

b.

1. In the service Desk configuration , under the Email on Events area, change the checkboxes so that Category CC field is notified on any change
In the Ticket Defaults area click on customize these values.
2. Edit a required Category Value , and fill in the CC List column with the desired email addresses. ( email@domain.com, email2@domain.com)

We need to be able to view tickets by owner. We don't just need to notify techs about tickets. We need to track labor and view current tickets by owner for status update meetings. This is pretty critical and according to my superiors "a deal breaker" if I can't figure out a way to make this work then no KBOX help desk for us.

You cannot make more than one person the "Owner" of a ticket. You can, however, use a custom field, cc, or some other method to list the "2nd Owner" in the ticket. You would then be able to create custom reports to display whatever data it is that you need for a report. The hour tracking (i.e. work entries) can be done by anyone who is an Owner in the queue - they do not have to be the "Owner" of the ticket. You still would NOT be able to show "secondary owners" in the ticket list view - you'd have to use Reporting.

I hope that clarifies it a bit.

Correction to myself - if you use a custom field, you can show that "2nd Owner" custom field as a column in ticket list view. The data would not be in the normal "Owner" column.

ORIGINAL: airwolf

Correction to myself - if you use a custom field, you can show that "2nd Owner" custom field as a column in ticket list view. The data would not be in the normal "Owner" column.


That sounds like a winner. Thanks a ton.

This doesn't sound like your situation but i'll mention it for future readers:

If you had two people working on separate parts of a ticket then you could create a parent-child ticket -- a parent for the overriding problem and children for each major component -- for example a frontline / backline support model.