Is it possible with Service Desk

[Deleted user]

Looking into migrating to Service Desk.  As part of the teams research, they are interested to understand is it possible to do the following:

1. Search KB based on selected Component/s?

2. Automatically assign incoming tickets based on timezone or group?

3. Security:  Limit user/agent access to tickets based on geography or group?  
    E.G.: Ticket is opened in the US and therefore only US agents/users are able to access ticket.

[Jack Brickey · Accepted solution]

1. the KB search is simply a search bar. you type words and it finds articles that match. so if you include the "components" verbiage in the article and the user knows to type in those words then it would find, but there is no ability to select components in a dropdown. you might check the Marketplace to see if there is anything that supports this.
2. If the ticket is created w/ some custom field where the reporter picks the location then you can achieve this.
3. not OOTB unless you were to use different projects for the geography. agents have access at the project level.

[Deleted user]

Thank you @Jack Brickey