What were some of the customized ticket rules you created when first deploying help desk solution on the K1000?
What were some of the customized ticket rules you created when first deploying help desk solution on the K1000?
Answers (3)
I setup rules for unassigned tickets, auto-populating fields, passing data from parent tickets to child tickets, email notifications... and other stuff. Check these posts out, they're the entire configs for my four queues, including custom ticket rules:
http://www.itninja.com/blog/view/k1000-service-desk-setup-tips-things-i-have-learned
http://www.itninja.com/blog/view/k1000-service-desk-equipment-request-queue-config-custom-ticket-rules
http://www.itninja.com/blog/view/k1000-service-desk-time-tracking-queue-config-custom-ticket-rules-sql-reports
Hope that helps!
John
Some of the first customized rules we created were for basic user notifications: new ticket created, ticket updated, ticket closed. These can all be created using the system rules but we wanted to include fields that aren't available through those.
We first created multiple organizations under the K1000 and created placement rules for the machines.
