OK, it's been a long time coming, and I'm STILL chugging along slowly trying to get SD up and at a point where we can switch over and have things automated.
What I'm looking for is, if a SD ticket is associated with an agent, to have access to the agent system variables (Example: OS, Domain name, Function within the domain, Current username at time of ticket submission, etc... ) for use within a ticket.
Some procedures would be run based on membership to a group (Eg: system1.headoffice.client will run differently from system8.whocares.client), parameters (Domain controller vs Workgroup PC), or OS (Server 2008 vs Win 98). Please don't focus on the above idea too much, they're examples, not "the only reason" (it happens).
Specific examples if you need them:
If an alert comes in from one of our clients about a specific executable running, from an IP address that isn't authorized to run said executable, the current user account is to be disabled from AD (agent procedure), that computer is to be logged out (agent procedure), and an email is to be sent to management from the system containing the computer name, workgroup/domain, IP, username, and date/time of lockout.
Ticket is generated automatically from monitoring system. Computer OS, Username, Machine group, Software product are to be autofilled if possible. Priority to be set based on group membership. Escalation to be set based on company.
Unfortunately, this type of functionality is not possible within Service Desk. At the moment, it is not possible to pass agent variables (or any variables outside of Service Desk) to Service Desk tickets. This is a feature request that has already been submitted to our development team for future SD releases. I agree that having this functionality would be extremely beneficial.
Christine, Kaseya Support Specialist
Just wondering - is the above possible, or am I out of luck in this thought?
I'd suggest you open a ticket with support concerning your question.