Is there a way to roll-back or test changes to service desk procedures?
QUESTION I have a service desk procedure that is working fine and I want to make a change to it. If the change does not work, is there a way to revert to a previous version? ANSWER There is no versioning of service desk procedures built in to Kaseya, but there is a handy way to do this and minimise the risk when changing…
Service Desk Coverage Schedules reset after re-apply schema
PROBLEM You have have modified the time-zone of the hours on the built-in Schedules (5x13, 5x8, 7x24) in the Service Desk Tab -> Coverage Schedules page After a re-apply schema, these hours are changed back from your adjusted times to the default PST time-zone CAUSE These built in coverage schedules are designed to be…
Error when creating ticket from an Agent "you do not have permission to create new items on any desks"
PROBLEM When creating Ticket from the Agent there is an error : "You do not have permission to create new items on any desks" CAUSE * Service Desk was not assigned to user's scope * Service Desk was activated while your default ticketing is Ticketing Module RESOLUTION
* Assign Desk to User scope , go to System > User…
Monitoring Alerts stay stuck in processing while creating a ticket
Problem You have set up Monitoring Alerts to Flow into Service Desk as Tickets but when reviewing these Alarms in Monitoring > Alarm Summary you see that alerts are stuck at processing Cause This can occur for two reasons: * You have the Email Reader in Ticketing Enabled * The Alarm Mapping procedure assigned to the…
Cannot attach certain files to a ticket in Service Desk
Problem : When I tried to attach some files to a Service Desk Ticket I get the following error: Cause: File extension is not whitelisted in the System > Server Management> attachment upload whitelist tab. Solution * On-Premise Customers All file types must be pre-approved before they can be attached to tickets. By default,…
After upgrading, Service Desk is now installed
Problem: When Service Desk is installed during upgrade, system will activate Service Desk by default. If Ticketing is being used post-upgrade, clients will see the change when they want to submit tickets through Live Connect. Resolution: To fix this issue using an account that has SD Admin Role type (you can try first with…
Handling Service Desk tickets with no Org
Problem: Tickets in Service Desk that have no Org, Department, or Machine assignment are visible to all Service Desk Technicians Cause: This is by design. Imagine that you only have 2 orgs - AcmeCorp and Soylent Inc. Adam is able to see the AcmeCorp org (based on his scope) and Susan is able to see the Soylent org (based…
How To Setup Monitoring Alerts to Flow into Service Desk as Tickets
QUESTION How To Setup Monitoring Alerts to Flow into Service Desk as Tickets ANSWER If you would like to have your monitoring alerts flow into as tickets, please go through the following: 1. Go to ticketing tab > Email Reader page and disable the email reader 2. Go to service desk tab > Incoming Email and Alarm Settings…
How To Re-open Closed Service Desk tickets
Question: How do we re-open Closed Tickets in the Kaseya Service Desk Answer: When the Status of a ticket is set to CLOSED, the ticket will enter into a hard closed stage - meaning that you can no longer edit it in any way. There are two ways that a ticket can be re-opened: 1. Manually 2. Via email by a ticket reply…
Can I change my service desk prefix?
Question:Can I change my service desk prefix? Answer: During the initial configuration of a new service desk, you can select the prefix for the ticket numbers. However, once this service desk is created, you cannot change this prefix.