Service Desk
Hello, the company i work for are looking at the service desk side of Kace, I can see how you import Users say from an Active Directory security Group however is it possible to import users based on their email address?
Also with the ticket Queue, i would like to setup two ticket queues and have those users that are imported via an email address to be able to log a service desk request in one queue or the other queue not both?
Is this possible?
Thanks
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Answers (1)
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Posted by:
chucksteel
7 years ago
Yes, this should be possible. When creating the LDAP import you can specify filters. Here is the relevant section of the admin guide:
In most environments it is easier to setup an import schedule that will pull the entire (or the majority) of the Active Directory and then use labels to differentiate users. In my environment (higher education) we have two import schedules, one for employees and the other for students.
Access to queues is controlled by labels. This means that you can setup a smart label for users that will automatically assign a label based on various criteria, including email address. Those labels can then be used in the queue configuration to specify submitters, approvers, and owners. Each queue has it's own configuration.
Comments:
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Many Thanks, However do you know what the advance search filter would be for importing users on their email address? - markc0 7 years ago
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I do not, but the KACE SMA does include an LDAP browser that you can use to refine your search results before importing.
There appear to be a lot of resources on the topic of ldap queries available online, also. - chucksteel 7 years ago-
Sorry last question on the subject, if i import all users how to i make a smart label based on their email address? Would i have to use some SQL code for this? Thanks - markc0 7 years ago
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Here is the relevant section of the administrator guide for LDAP labels:
https://support.quest.com/technical-documents/kace-sma/7.2/administrator-guide/33#TOPIC-733411
SQL knowledge is very useful for managing KACE, but isn't necessarily needed. - chucksteel 7 years ago
