knowledge database in a new ticket

stefanodjamen · 2021-10-05T09:21:57.000Z

Hi,

I wanted to know two things,

1: When I create a new ticket, what the " Linked to" field refer to ?

Can I link my KB to this field. If yes how ?

(3. Is it possible to close the ticket directly from the creation pop-up)

Thanks in advance for your help.

Stefano

PS: Sorry for my English

clutka · 2021-10-05T11:29:15.000Z

Welcome to the community.

StefStefStef:

1: When I create a new ticket, what the " Linked to" field refer to ?

Can I link my KB to this field. If yes how ?

(3. Is it possible to close the ticket directly from the creation pop-up)

There are multiple version of Spiceworks. I will talk about the Spiceworks Cloud Help Desk since you have posted here in this forum.

When creating a new ticket, are you referring to the “Related” field? The “Related” field refers to a computer or device that has already been inventoried using the Cloud version of Spiceworks Device Inventory.

c81260c7-e684-4b3b-b74b-615026c2558e-2021-10-05_09_14_15-3524-New_user-_Spiceworks_Help_Desk.png800×618 75.1 KB
You can copy and paste a KB article to a response to your user. Because this is the Cloud Help Desk and users don’t need to be authenticated to view KB articles, it’s best to ensure privacy of the company-specific information by using the copy-and-paste method. Use the Append > KB article option to add the information to the ticket.

9a6b6aac-69db-405e-9cab-713f194c1837-2021-10-05_09_21_34-3524-New_user-_Spiceworks_Help_Desk.png800×304 37.6 KB
It is not a direct function to close the ticket from the creation pop-up, however, I’m sure you can get creative and use a combination of custom attributes and rules to close the ticket. For example, if you had a custom attribute called “close now”, the default can be “no” with a secondary option of “yes”. Then create a rule to look for the custom attribute called “close now” and if the value is detected as “yes”, set the status to closed. I’m pretty sure it would work but I have not tested it.

StefStefStef:

PS: Sorry for my English

Do not apologize. This is a global community and we understand that many users do not have English as their first language. If it’s better for you, you can write in your native language and we will translate using an online translator. Your English is excellent and no translation is necessary.

stefanodjamen · 2021-10-05T11:39:26.000Z

Thanks a lot for the quick reply.
For the 1st point, I was thinking about this. Is it possible to put a KB directely here ?

cb97b8db-3a96-4121-8ea8-d4310c856a5b-Capture.PNG630×635 36 KB

For the rest is all good.

Really appreciate it.

clutka · 2021-10-05T13:10:43.000Z

StefStefStef:

Thanks a lot for the quick reply.
For the 1st point, I was thinking about this. Is it possible to put a KB directely here ?

For the rest is all good.

Really appreciate it.

From this image, you are using the legacy “Spiceworks Desktop” or “Spiceworks Inventory and Help Desk” version. In the English version, the phrase used is “Related to” and that is the device, like a workstation, tablet, phone, server, etc., you would like the ticket linked or related to. It is not for a KB article.

627f2a6c-53e1-484a-b3c3-432048c6ce07-2021-10-05_10_44_09-Spiceworks_-_Open_Tickets.png565×550 26.6 KB

If you have multiple tickets which are related to one issue, you can create sub-tickets in the Spiceworks Desktop version. You cannot do that in the Spiceworks Cloud Help Desk version.

Do note that the Spiceworks Desktop version has been marked as end-of-life and may not function for you. You can read more about that here .

When you think about process flow, a ticket is the first item created before a resolution has been created. A KB article is generally for a resolution. I suggest creating the ticket first, then adding the KB article as the solution.