KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
Move a child ticket under a workflow process parent ticket
It would be nice to have the ability to choose the parent ticket of a process when you want to assign a child ticket under it.
For instance during change management a ticket may be created by a user that should fall under the work flow process. Currently you cannot assign this ticket as a child under the parrent ticket of the process.5 votes
more custom data fields in user import
We have custom reporting from the kbox database and would like more fields to be able to be imported than the stock 16. These should be listed as more custom fields.5 votes
We plan to employ MS Lync, a presence application. If KBOX help tickets could be assigned automatically based on the presence of potential owners, that would be a great help.2 votes
Hide "Also show child history" from parent ticket
I would like to be able to hide the option "Also show child history" from a parent ticket? Currently if you create a child ticket, the submitter of the parent ticket can see all of the comments of the child ticket by clicking on "Also show child history" in the parent ticket. Sometimes I do not want the submitter of the parent ticket to see the child tickets comments as it may contain information they do not need to see based on a fix or other comments from the support team. Ideally, what would happen is a user would submit a “work request” to the queue. The ticket owner would look at the request and decide what needs to be done. Instead of filling up the user’s ticket with comments, the owner would create a child ticket, which would contain all the technical details of the fix for “change control” purposes and such. This would help segregate the work request from the actual work being done and logged.
I would like to be able to hide the option "Also show child history" from a parent ticket? Currently if you create a child ticket, the submitter of the parent ticket can see all of the comments of the child ticket by clicking on "Also show child history" in the parent ticket. Sometimes I do not want the submitter of the parent ticket to see the child tickets comments as it may contain information they do not need to see based on a fix or other comments from the support team. Ideally, what would happen is a user would submit…8 votes
Email All Service Desk Users or subset based on tags
Not everyone has an Exchange Server or GAL and it would be helpful if there was similar functionality built into Kbox. It would be very similar to the Alerts feature, but instead of "Deploy to All Machines" you would have the option to send to all users. Just like you can limit the broadcast to groups based on tags it would be nice to be able to limit the emails sent in the same way.1 vote
Allow admins to change the width of the label in a support ticket, not just the fields.
You can change the width of the fields that the user fills out, but the labels are held to a certain width which forces some labels to show up on two lines appearing very crowded and unprofessional.5 votes
Service Desk - Create a filter that can pull tickets from queues across mulitple orgs
A filter for admin users that can pull tickets from mulitple queues from multiple organisations. When setting up with mulitple orgs then you need to switch between them to see the tickets (can pull from multiple queues within an org) the ability for a service desk staff/supervisor to see all jobs across all orgs would be beneficial4 votes
Daily assigned ticket summary
Add a feature that can be enabled within a ticket queue that will send a summary email to any ticket owner who currently has an open ticket (there may be other scenarios, but this would be the minimum). This should have a scheduling menu to select which days of the week and time to send the email (similar to scheduling a recurring meeting or scheduled task with other systems). The email should have a list of all non-closed tickets and their current status.0 votes
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