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Kace

This document provides instructions for handling tickets in the JALC KACE system. It describes how to log in, create a new ticket, enter information in the various ticket fields, add internal notes and attachments, and search for existing tickets. Tickets should be created for any user issue and contain details of the problem, troubleshooting steps, technician name and any other relevant information. If a call is disconnected, agents should add full details to the ticket before escalating it.

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udit
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123 views4 pages

Kace

This document provides instructions for handling tickets in the JALC KACE system. It describes how to log in, create a new ticket, enter information in the various ticket fields, add internal notes and attachments, and search for existing tickets. Tickets should be created for any user issue and contain details of the problem, troubleshooting steps, technician name and any other relevant information. If a call is disconnected, agents should add full details to the ticket before escalating it.

Uploaded by

udit
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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1/21/2019 Knowledge Article

Ticket - Ticket Handling in JALC KACE


Article Number 000013631

ArticleKeywords

Last change made


LisaKeith (BlackBeltHelp) on
by

ArticleBody

Table of Content
Logging into JALC KACE
Creating a Ticket
Internal Notes
Scenarios
Handling Ticket Created via Email
Searching for a Ticket

Logging into JALC KACE


Login URL: https://patchit.jalc.edu/admin
Login with the below Credentials
Username: Blackbelt / Blackbelt2
Password: Helpjalc2019!

Creating a Ticket
On the Home page, click on Service Desk > Ticket from the left panel

On the next screen, click on drop down New > New Ticket from the Queue > IT Help Desk

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Field in
What to Enter
Ticket

Title Enter the user first & last name & Brief summary of the issue

Username (Caller name)


Submitter
Note: If you are unable to find the user name in the submitter field, select "Unknown"

Device field defaults to devices associated with submitter


Device should be set to Unassigned for Student call
Device Faculty / Staff call, this will automatically be selected

Note: If the Faculty/Staff calls in about any "Classroom Emergencies Issue" agent
should uncheck the box & select the device name manually.

Normal
Priority
Important (Only for Emergencies)

Impact As per the Issue & users effected

If you resolved the issue: Owner should be - Blackbelt / Blackbelt2


Owner
If you are Escalating the ticket: Owner should be - Unassigned

Request Phone Call


Type Email

If you resolved the issue: CLOSED


Status
If you are Escalating the ticket: OPEN

Set to best match the Issue type


Category
Additional fields will appear as you Categorize the ticket.

Location
Leave 'Unknown' for Students call
Select accordingly for Faculty/Staff call (if required)

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User's first & last name


Contact Number
Email Address
Location (If required)
Comment
Problem Description
Troubleshooting Notes
All KB Article numbers followed during the interaction
Technician Name: (YOUR NAME)

Attachment Any end user documentation OR you want to attach to the ticket

Screenshot Any end user Screenshot OR you want to attach to the ticket

Click on Save

Internal Note:
Agent should mention the Internal Notes in "COMMENT" section.
Uncheck the box "Owner Only"

Scenarios:
If the call gets disconnected in the middle & the agent unable to reach the user again, Agent
should mention the complete detail in the ticket & Escalate the ticket to On-site.
Always create the New ticket for any issue. (Do not reopen the ticket, if the ticket is Closed)

Handling Ticket Created via Email


N/A - The College IT Help Desk office will handle these requests directly.

Searching for a Ticket


Search the ticket by the Search box at the right top

You can search the ticket as per the Ticket status

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Attachment

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