K1000

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  1. Allow users to download on any computer regardless of assignment (v7.0.121306)

    In versions 6.4 and older users were able to download software from the User Portal on any computer. In version 7.0 KACE now only allows users to download software to computers that are assigned to them.

    This is extremely inconvenient for shared computers. In conference rooms, users aren't able to download software for trainings until the computer checks-in, which for our environment is 2 hours, and by then the meeting is done. This also affects computers used by multiple users in shifts. If our devs put out a new version of software between shifts, the second shift users aren't able…

    103 votes
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      21 comments  ·  End User Portal  ·  Flag idea as inappropriate…  ·  Admin →

      This issue was confirmed as fixed in version 7.1.
      Thank you for bringing this to our attention and your patience in awaiting a response.
      We are trying to work through the suggestions, and are starting to reach out to review findings before updating status. You are correct, this should have been changed to complete with the 7.1 release.

    • Detect Out of Office Reply's and Non delivery Reports

      Currently the kbox handles out of office reply's and non delivery reports as normal e-mail.

      this causes the following issues.
      - closed tickets are reopened
      - mail loops are created.

      I think the kbox should inspect the Return-Path: header of an e-mail on arrival.

      If the return-path is empty or like
      Return-Path: < >

      Then it is an auto-reply message..

      if the message can not be attached to an existing ticket, log and drop it... no reply message.

      if the message can be attached to an existing ticket it can be done for debugging reasons.. but it should not trigger…

      464 votes
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        10 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
      • Ability to send attachments (not just links)

        Need to have the ability to add attachments via the helpdesk software that emails it to the end user like normal email.

        Would be difficult to get end users to log into the portal & would just cause more issues. Sometimes we need to attach instructions or other pertinent info. With previous software we were able to do this, now we cannot & have to send via Outlook which defeats the purpose of helpdesk.

        34 votes
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          12 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
          completed  ·  Nick BuonpastoreNick Buonpastore responded

          In version 6.3, we added the ability to include a direct link to download an attachment as part of the email template that is sent when a Comment is submitted.

        • Remove -+-+- Please reply above this line to add a comment -+-+- line in email

          In KACE 6.3 when i send an email the line:

          -+-+- Please reply above this line to add a comment -+-+-

          is added automatically to the email, this doesn't look very nice, we would like to be able to delete it, or at least be able modify it into our own language.

          75 votes
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            9 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
          • Allow parent ticket to be closed when all child tickets are closed

            Basically the idea would be to allow a checkbox option that says;

            If the child tickets in a process are all set to close, on the last child ticket close, close the parent ticket.

            25 votes
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              0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
            • Edit Attachments in the Knowledgebase Section

              We would like an enhancement done to the Knowledgebase section so that we could edit or delete attachments within the knowledgebase article instead of having to delete the whole article and set up new with the amended attachments

              38 votes
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                4 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
              • Add multiple approvers to the K1000

                Allow the K1000 to have multiple approvers for the the Help Desk portion. One approver is not enough for certain help desk functions.

                408 votes
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                  25 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                • add a run now option for managed installations

                  Currently only scripts have a run now option. Would be great to have one for Managed Installations instead having to run inventory on machines to immediately start the installs.

                  868 votes
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                    23 comments  ·  Managed Install  ·  Flag idea as inappropriate…  ·  Admin →
                  • Patching Schedule Options

                    When scheduling deployments on patching, it would be nice to set up a schedule to run on the first Thursday of each month, second Saturday, etc.
                    This way you could schedule a patch job to run the second Wednesday of the month after Patch Tuesday instead of changing the schedule date manually each month.

                    393 votes
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                      34 comments  ·  Patch Management  ·  Flag idea as inappropriate…  ·  Admin →
                    • Retire computers

                      Ability to retire a computer and keep all information but not contact it any more or have it count against licenses.

                      1,252 votes
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                        58 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                      • User Portal- Progress bar on software download/installation

                        There should be a progress bar while user downloading / installing the software package from the user portal

                        585 votes
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                          33 comments  ·  Agent  ·  Flag idea as inappropriate…  ·  Admin →
                        • Add agent support for VMware ESX server

                          Need to be able to inventory VMware ESX servers. I have an increasing number of ESX servers that are invisible to my hardware inventory.

                          90 votes
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                            13 comments  ·  Agent  ·  Flag idea as inappropriate…  ·  Admin →
                          • Allow multiple attachments in HelpDesk

                            I am in help desk and I want to add two .png screenshots as attachments to the ticket. I have to add one attachment, save the ticket, and then add another attachment with image 2.

                            It would be very nice to be able to use the control key to select and upload multiple attachments at the same time.

                            191 votes
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                              13 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                            • Ability to archive closed support tickets

                              It would be nice to archive closed support tickets to allow better report processing and allow us to search for closed tickets without having them displayed when viewing "all support tickets"

                              0 votes
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                                1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                completed  ·  Dean WadeDean Wade responded

                                This will be delivered as part of the 5.4 release this Fall.

                              • K1000 Agent upgrade overwrites values of 'userinit' registry key

                                When there is an upgrade to K1000 agent it:
                                - moves the values from 'userinit' to 'userinit replace'
                                - overwrites these values in the 'userinit' field to contain 'kuserinit' ONLY and drops off anything else that was listed in here

                                NOTE: both these registry keys are located in hkey_local\software\microsoft\windowsnt\currentversion\winlogon\userinit.reg)

                                We use finger print software and at installation of this fingerprint software it places the 'dpagent.exe' in the 'userinit' field ALONG with 'userinit'. Once the K1000 agent upgrade happens - you can imagine all our finger print readers quit working and the calls to our Help Desk from users began as…

                                1 vote
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                                  3 comments  ·  Agent  ·  Flag idea as inappropriate…  ·  Admin →
                                  completed  ·  Ken GalvinKen Galvin responded

                                  This was actually fixed in v6.0. We no longer overwrite the UserInit registry, but will just replace userinit.exe with KUsrInit.exe and preserve the other values.

                                • Allow duplicate names for assets

                                  With the version 6 release I am no longer able to create an asset with the same name. While I understand in most instances assets should have different names, there are instances where the same name works well.
                                  An example would be monitors. I have no need to come up with a unique name for a monitor. Putting a description of the hardware in the name field suffices, especially when I can associate that asset with a computer.
                                  The worst part is that this functionality was given to us in 5.5 and taken away in 6.0 by the developers who…

                                  13 votes
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                                    5 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                                    completed  ·  Dean WadeDean Wade responded

                                    This restriction has been removed and duplicate asset names can be entered.

                                  • Make screenshots and attachments to ticket available in notification email

                                    Our technicians (who are usually working remotely with no access to the helpdesk) receive an email when a new ticket comes in, however the screenshot that is usually included with the ticket is not attached to the email. We want Kbox to attach the screenshot to the ticket update email so our technicians can see what the problem is without logging into the Kbox.

                                    43 votes
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                                      completed  ·  8 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Implement the ability to paste screenshots that are copied into the clipboard currently

                                      Currently, to attach a screenshot of an issue, you have to take a screenshot (or multiple) open an additional document (like word) and paste the screenshot(s) into word. then you can take that word document and search for the document on your computer and attach it via the upload function in the ticket.

                                      Other web-based ticketing systems are allowing you to simply click a 'paste' button that allows you to import (Via java in JIRA's case) the contents of your clipboard into a window.

                                      this would really improve the information users provide to techs in the tickets, as well as…

                                      406 votes
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                                        12 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Ability to add hyperlink field in Service Desk ticket

                                        Really need the ability to add a hyperlink to a custom field content

                                        This would allow us to transfer forms created sharepoint into a service desk queue

                                        9 votes
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                                          3 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                          completed  ·  Dean WadeDean Wade responded

                                          The font has been changed to 12px in 6.0 and matches the other fields in database.

                                        • Add description back to page title

                                          In the 5.4 service desk upgrade, the description of what page you are on was removed and all browser tabs now show only "K1000 Administrator Interface." I used to have multiple tabs open and be able to tell whether each tab was a ticket, inventory, asset, etc. Now that they are all identically titled, I have to click on each tab to find where I'm trying to go. This has made my workday less efficient, as I am in KBOX all day long with multiple tabs. Firefox and Chrome show "K1000 Administrator Interface" both on regular view and on hover,…

                                          2 votes
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                                            1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                            completed  ·  Dean WadeDean Wade responded

                                            In 6.0, a new UI format has been implemented that displays the “breadcrumbs” of the current page you are on. For example, Distribution › Managed Installations › Managed Installation Detail.

                                            6.0 will be made available the first half of next. Join us at UserKon for an in-depth introduction and watch for training announcements on our Facebook and Konnect pages.

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