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Service Desk ticket generated from KNM alert is missing an organization

Problem

 

SD ticket generated from KNM alert is missing an organization.

 

Cause

 

This is a known issue currently being investigated.

 

Workaround

 

This Workaround includes using knm to generate email alerts instead of alert tickets. This email is then mapped by service desk  and correct organization is assigned.

Here are the steps for the workaround:

 

Free text Field Changes

This change needs to be made to every single device the company has in KNM – each Organization will have their unique name in the “Free Text” field.

 

2015-02-24_13_29_50-KNM_V5_fix_for_no_Organization_assigned_to_SD_Tickets__1_.docx_-_Word.jpg

 

NOTE: Example ONLY

2015-02-24_13_32_28-KNM_V5_fix_for_no_Organization_assigned_to_SD_Tickets__1_.docx_-_Word.jpg

 

Please note this free text field is not to have any other information in it at all – except for the Kaseya company ID.

 

 

KNM Message Template change

2015-02-24_13_35_18-KNM_V5_fix_for_no_Organization_assigned_to_SD_Tickets__1_.docx_-_Word.jpg

 

Note: Subject field in the message template lists ONLY - %[device.free_text] – this is where the free text field content writes the Organization name that was typed in the first step.

When the email is sent out it will pull through the Kaseya ID (Organization name) that was typed in this free text field.

The email is sent to the Service desk Inbound Email reader – so we have to get Service Desk to read this information from the subject field – the assign it to the Organization name of the Org. Then change it to the correct description of the alarm or alert.

 

 

Changes in Service Desk

 

Go to the ticket request email mapping procedure – and do the following

2015-02-24_13_37_15-KNM_V5_fix_for_no_Organization_assigned_to_SD_Tickets__1_.docx_-_Word.jpg

 

Go to Incident enters identified

 

At the very top of this procedure add the following line of code

 

2015-02-24_15_23_55-Edit_Procedure_-_Change_is_applied.jpg

 

That should now allow SD desk designs to continue with the desk work flow’s as the ticket now has an Organization name.

 

Applies To 

R7, R8,R9

 

 

 

 

 

 

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