John Nuttall will present on the Service Desk product. The Service Desk allows for fully integrated ticketing within the Kaseya framework. It provides a single point for all alerts, requests, and change requests. The Service Desk uses desks, stages, roles, and procedures to customize workflows to match business needs. Troubleshooting focuses on ensuring procedures are properly configured and using logging and notes to test variables.

1. Service Desk - Presenter
Name: John Nuttall
Specialist areas: Service Desk,
Performance, Agents, others

2. Service Desk - Presentation Summary
•Overview of the product
•Basic design elements
•Workflow / Procedures
•Planning
•Troubleshooting
•Questions

3. Service Desk - Overview
•Fully Integrated in to Kaseya Framework - not an
OEM product
•Single point for all alerts, requests, change
requests
•User facing - End users can raise tickets via
email or web interface / agent icon
•Different interfaces for users / helpdesk
•API allows full customisation / custom web portal
•Trigger Kaseya actions/procedures based on
tickets

4. Service Desk - Basic Structure
•One Product - Service Desk
•Multiple Desks within Service Desk
•Each Desk consists of multiple stages
•Each Stage has associated procedures - stage
entry, stage exit, escalations, goals
•Role based access and settings - users belong to
roles, roles can be configured to behave the way
that you need - different access rights, different
templates
•Scopes are used to define who can see what -
users belong to scopes, and scopes limit
helpdesk access to organisations

5. Service Desk - Diagram

6. Service Desk - Workflow / Procedures
•Built in / example desks - Incident, Standard,
Change Request, Knowledge base.
•Example workflows, different alert methods,
different stages
•Custom desks - start from a blank sheet and build
your own workflow to match your exact needs

7. Service Desk - Planning
•Desks match your workflow, rather than you
changing your business procedures to fit the
product
•How does your business work?
•Professional Services can help

8. Service Desk - Different Procedures
Request Mapping - this looks at incoming requests
(before a ticket is created) and performs actions
Ticket Change - this is triggered at the "save" time
and is used to check for changes - assignee, status,
new notes
Stage Entry/Exit - when a ticket moves to a new
stage / exits a current stage
Escalation - runs when the escalation timer hits
zero

9. Service Desk - Flow

10. Service Desk - Mapping
This procedure is used to assign values to a ticket,
typically
•Desk
•Organisation
•Custom fields
You use this to pre-configure the ticket as it enters
the system

11. Service Desk - Ticket Change
This is the real workhorse - every time a ticket
changes, this procedure will fire.
This is used to
•send updates to submitters,
•change priorities,
•notify engineers, etc.
NB. Only one ticket change procedure per desk

12. Service Desk - Stage Entry / Exit
This is used to
•set/reset escalation clocks,
•assign values
•notify people
This can overlap with the Ticket Change - consider
this.
These are per stage.

13. Service Desk - Escalation procedure
When a ticket enters a stage, the escalation clock
starts counting down.
When this clock hits 0, the escalation procedure
runs. Clock is reset and begins countdown again.
Variable [$EsclationLevel$] counts the number of
cycles.
Used to trigger alerts - "30 minutes without update".
Clock stops when the ticket is modified in that
stage.

14. Service Desk - Troubleshooting
•Procedures - most common point of failure
•Use hidden notes / email alerts to test variables
•Copy existing Procedures rather than overwriting
•Versions of procedures
•Application Log settings
•Checking the Application Log
•How to help kaseya support diagnose the
problem

15. Service Desk - Email Reader
Not pulling mail
•check settings - IP/address, Port, SSL - I use portable
thunderbird to confirm access to the POP server from the
kaseya server
•check error messages on email reader page
•check maillog - all pulled mail will be in here. Mail pulled, but
procedure failure not creating tickets
•check the pop inbox - large mails? move mails to subfolder,
watch the process.
•If IMAP fails, try POP and vice versa
•Use telnet mail.acmecorp.com 110 from the kaseya server
•Check mail server logs - frequent connections can lockout IP
addresses

16. Service Desk - Troubleshooting Procedures
System Tab -> Application Logging levels
•None - Default. Low overhead. Recommended
•High - Only for debugging. Do not leave enabled.
Check "Inbox" for errors
Use "Add note" to track procedures - "DEBUG: Ticket Change begin"
Add notes for each IF statement to see if the variable that you are checking
is correct
IF $MachineGroup$ contains jwn.westminster....
Add note group is: $MachineGroup$
IF $MachinesGroup$ contains jwn.westminster
Validate the "contains" is correct

17. Service Desk - Procedure Versioning
Don't edit live procedures - use versions.
You want to change the "Incident change v.1.0" procedure
1."Edit" the procedure
2."Save As" Incident Change v.1.1
3.make the changes that you want to the v1.1 procedure
4.Service Desk -> Desk definitions -> Edit
5.Use the new "Incident Change v.1.1"
If there is a problem with v.1.1, you can quickly point the desk definition
back to v.1.0

18. Service Desk - Questions

19. Service Desk
Thank you all for attending