Service Desk - Dynamic Fields
The ability to create dynamic fields to use in the service desk would greatly improve it's usefullness
ex: Field1 has a choice of Software or Hardware. Field2 populates its choices based on Field1. If you pick Hardware for Field1 you wouldnt have to wade through all the software problems in Field2, only related fields.
It would increase the time required to setup the service desk but, in the long run, i think it would decrease time required/increase accuracy to put in tickets
Jason E. commented
Though the "category" field is dynamic, that is the only field in a ticket with that ability. It would be great to be able to add as many dynamic/conditional fields as we want.
I came across an article not too long ago that blew my mind. Believe it or not but this functionality has been available for quite some time now, even though sales and support both had no idea it existed when I asked about it... it's actually called Subcategories. Here's an article that covers it, there are also a number of other posts in the user forum that discuss it as well.
I guess I've been using the wrong keywords to find the appropriate documentation. Hope this helps others out! Enjoy
I'm actually facing the same issue.
The option at the moment is to work with multiple queues...
I'm actually going to see if we can restart this thread. I have recently had to set up a pretty complicated new hire form setup where I work. Because of the static forms on the K1000, I was unable to give the users involved exactly what they needed to see without creating a new queue. This is something that I think that KACE should be able to offer, not only to current customers, but to attract new ones. I would love it if we choose a, that it would cause b to pop up. It would be a great thing to have I think!
Lawrence Knowlton commented
I totally agree, in fact, I emphatically agree. We should be able to put in a simple password reset ticket in 30 secs. The dumb form approach of static input fields we can not. Also, the ability to make a field required makes it required for all situations, which is ridiculous for tickets that do not require those fields. It adds complexity and wastes time and provides useless data. Dynamic (smart) forms would add complexity to KACE administration at first, but once the initial pain is over, tickets would flow not stumble.