SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. 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 →
    • Retire Users - Helpdesk

      There should be a way to *retire* users especially when using the helpdesk module/ticketing system.

      Sinces users are tied to helpdesk tickets, deleting users would not be an option since that would affect tickets (blank space for ticket usernames).

      943 votes
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        43 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
      • Support Single Sign-On login options

        Would love to be able to have the option to enable pass-through autentication for AD. We currently use AD integration but users need to type their log in details again.

        878 votes
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          84 comments  ·  Single-Sign-On  ·  Flag idea as inappropriate…  ·  Admin →
          completed  ·  Dean Wade responded

          UPDATE
          We successfully integrated in the QAS toolset and will be shipping SSO for Active Directory as part of the 5.5 release this summer.

          We have identified a technology that will allow us to deliver SSO. The Quest acquisition has provided Dell with a new technology called QAS (Quest Authentication Services). The QAS team is in the process of extending their capabilities to work with FreeBSD, the K1000’s operating system. It’s early, but we are encouraged and are hopeful to have a solution implemented sometime this summer.

        • 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 →
          • 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 →
            • 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 →
              • Lock Tickets for Editing

                The current design of the ticketing system allows for multiple users to modify a ticket at the same time. The problem is the first person may change the status, for example, then save. Then the second person with the ticket open can save after doing something else like making a comment. This will then switch the status back to the original.

                I know this may be complicated, but the web interface needs to lock tickets using some sort of keepalive while someone has a ticket open. Active content updating would be even better (i.e. changing the status or any other…

                452 votes
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                  33 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                  completed  ·  Nick Buonpastore responded

                  We’ve added a feature to improve conflict handling when more than one user modifies a ticket at the same time in version 6.4

                • 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 →
                  • 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 →
                    • Asset management of Network Devices

                      Auto Discovery and inventory update of Network devices such as Printers, Routers, Switches, IP Phones in Asset Management Module

                      405 votes
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                        18 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                        completed  ·  Dean Wade responded

                        6.0 will introduce the first phase of integrating Quest’s Management Extensions (QMX). Features include automated and recurring discovery of network devices and agentless inventory of most non-Windows network devices. Join us at UserKon to find out more.

                      • 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 →
                        • Working hours / Calendar / SLA's within servicedesk

                          Currently it requires heavy sql incident rules to have SLA's / working hours

                          373 votes
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                            26 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                            completed  ·  Dean Wade responded

                            Our first version of SLA support is included in the upcoming 6.3 release.

                          • Ability to set default ticket view

                            In Service Desk under Tickets tab, I'd like the ability as an admin to set the default view so ALL technicians' active tickets are on my screen and not just the requests assigned to me. Currently, I have to weed through the active and closed tickets or view each status separately.

                            291 votes
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                              24 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                              completed  ·  Nick Buonpastore responded

                              We’ve added the ability for each user to save their own default ticket view in our upcoming 6.3 release.

                            • Interface - Dynamic Column Choices and Resizing (Per User)

                              Each user should have the ability to define which columns appear in each section of the KBOX (Inventory, Help Desk, etc.) based on columns available in the table in the database. Also, each user should be able to define column width for each column - preferably in an easy manner such as dragging the edges of the column label.

                              243 votes
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                                26 comments  ·  UX  ·  Flag idea as inappropriate…  ·  Admin →
                                completed  ·  Dean Wade responded

                                This has been implemented in 6.0. Join us at UserKon in December for first hand demos or watch our Facebook and KACE Konnect groups for upcoming training seminars.

                              • 242 votes
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                                  completed  ·  10 comments  ·  Patch Management  ·  Flag idea as inappropriate…  ·  Admin →
                                • iPad App

                                  As we use Service Desk for our management of work tickets, I've found the web interface clunky at best when using the iPad Safari browser. I'd like to see a specific iPad app be developed that would allow me to easily respond/create/etc work tickets, rather than going though the web interface.

                                  228 votes
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                                    25 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                    completed  ·  Dean Wade responded

                                    In 5.5 (this summer), we are planning on providing K1 Mobile which is the native iOS and Android apps/interface of K1000 from mobile phones and tablets. K1 Mobile version 1.0 focuses on allowing management of Service Desk tickets, providing detailed inventory information at your finger tips, as well as the ability to distribute software. Later releases will provide the ability to push any payload to a device.

                                  • Multiple English date-time formats

                                    Thanks for implementing Locale Override for users. Can we please request expanded functionality for that in future releases? Specifically, it would be nice to have multiple English overrides (England/UK, Canada, Australia, etc). It is confusing to our international users to view ticket date/time stamps in American format. AND/OR have the date/time format in all KBOX areas based on the individual user's Windows settings, as some tabs in KBOX already are set to do for language. Thanks!

                                    224 votes
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                                      30 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Add ability to format ticket layout.

                                      The text used in the ticket layout is too small. It would be nice if we could highlight some of the fields with bold text or larger text size. Also would like the ability to segment the tickets with horizontal lines so the ticket fields are grouped.

                                      220 votes
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                                        16 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                        completed  ·  Nick Buonpastore responded

                                        We’ve made a number of improvements to the ticket form layout in our upcoming 6.3 release.

                                      • Multi-Distro KBOX Agent for Linux

                                        The current "Linux" agent only runs on RHEL. It would be nice to be able to install an agent on virtually anything running the Linux 2.6.x Kernel.

                                        If I had to chose a distro, I'd say Ubuntu. However, I don't need a .deb file... just the ability to compile from source and install would be fine with me.

                                        218 votes
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                                          38 comments  ·  Agent  ·  Flag idea as inappropriate…  ·  Admin →
                                          completed  ·  Dean Wade responded

                                          5.4 has now been made GA. Contact Support in order to have the build advertised to your appliance.

                                          The 5.4 release this Fall will include agent support for the following new platforms:

                                          OS 10.8
                                          Windows 8
                                          Windows 2012
                                          RHEL 6
                                          Ubuntu 10 & 12
                                          SUSE 11

                                        • Taking CC information on inbound email and adding to created ticket

                                          If there is a listing of email addresses on the CC in the email that goes into the KACE ticketing system, these CC emails should get added to the ticket for future communication.

                                          212 votes
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                                            31 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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