KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
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Minute intervals in the ticket work log
Right now work log time tracking is entered in 5 minute intervals. So if I spend 1 minute on a ticket, I enter 5 and get 4 minutes to myself. This causes an issue with total hours logged in a day, because of the potential to have more time logged per day on ticket than hours in a work day. This has the potential to create inflated utilization rates.
1 vote -
Enable Logging For Helpdesk Changes
Hello,
We are trying to use Kace Tickets and Process Templates as an auditable system that can hold people accountable for critical processes within the organization. The Process Templates work relatively well for this, but there is no way to audit the system itself.
Please enable auditable logs for the helpdesk and all configuration changes within. This will help us be able to actually trust that our processes are being followed and not tampered with.
4 votes -
Processes: ability to define at wich phase approvals are processed
When using approvals in a process, they have to be processed before any child ticket is created.
In Change Management (and quite often also request management), a change needs to be analyzed, evaluated and tested before approval is required. Some process workflows required a request to be evaluated, approved for further risk analysis and testing, then approved for implementation before the change gets implemented.
Unfortunately, as soon as an SMA process uses approvals, the status values are restricted and do not allow for using custom status values for the parent ticket values to reflect the process steps required before approval. …6 votes -
Downloads don't download from Replication Servers
When downloading from the user downloads it doesn't download from the replication server, but if you do a managed install or a script it downloads from the replication server at lan speed. This is also true for other sections like the software section under inventory.
3 votes -
Service Desk Default View
Since 11.1 the service desk now defaults to 'All my tickets' which is not what we typically use. It used to stay on whatever was previously selected. Suggesting that this change be reverted to the previous way, or allow service desk users to set their default view. This is become very frustrating to re-set the view every time to manage multiple tickets. We typically use 'All not closed state' for our level 1 helpdesk
1 vote -
Allow Managers visibility of their staff tickets
Currently in the userui users can only see their own tickets. They can be cc'd into other's tickets, but not actually view the ticket content.
I'd like to be able to allow Managers (not ticket owners of a queue) visibility of the tickets that their staff have raised, so that they have an overview.
The Manager field can be synced from AD to set relationships.
1 vote -
Automatic ticket creation before expiration & renewal dates are reached
We would like to see the ability to get informed automatically via tickets before expiration / renewal dates of licenses, contracts, warranties etc. are reached.
For example on a new license entry with renewal date:
- set a check mark in the field "notify via ticket"
- set days before you'll get informed (or a due date)
- set the ticket queue & category2 votes -
Add an option to schedule the User Satisfaction Survey
Add an option to schedule the User Satisfaction Survey instead of having it send directly after a ticket is closed. Currently having it send out after the ticket is closed, many users will get a survey before seeing a "Ticket Closed" email. For some users, this can be a little confusing. Adding a scheduling option would give administrators the option of fixing this issue and also maybe have a set date to send them out on if desired.
1 vote -
Can we get a variable to show CC List in the Customize Tickets Config
Would be useful to have a variable to represent the CC List field for use in customizing response emails (ex. Like $summary or $ticket_status)
1 vote -
Set Widget to pull data from a specific Queue
We are looking to integrate other departments in to our KACE SMA. It would be great if we could choose a widget and the select the queue that you want it to source its data from. For example, we could set up a HR Queue widget for Active Tickets by Owner and have a seperate one for Facilities rather than all of them being piled in to one widget. If this is already a thing and I am missing it, please forgive me.
3 votes -
Give a user an access to his archived tickets
Sometimes users would like to see the answer they had to a ticket they created and that has been archived.
This : https://www.itninja.com/question/allow-users-to-access-and-search-archived-tickets works, but users has then access to all the archived tickets (theirs and other users' one).4 votes -
Service Desk Assets
Currently when searching assets in a service desk ticket the search returns archived assets. Not sure why anyone would want to assign an archived asset to a ticket. In our case some of our active assets have the same name as the archived assets and it makes it difficult to select the correct one.
3 votes -
Allow Teams Voicemail to create a ticket
We are in the process of switching over to Microsoft Teams for our voice solution. Voicemail will still get delivered to an inbox just as it has in the past, but because there is technically no return address the SMA will not process this email as a ticket. With Teams becoming a big player in this space, a work around would be a good idea.
15 votes -
Customize color of the ticket's status
For exemple :
State "Closed" then color yellow
State "Open" then color green
State "New" then color blue
Like the "Priority" setting
9 votes -
Add ticket created date time and category tokens/ variables for the email template
Please add the ticket created date time and category tokens/ variables for the email template.
29 votes -
Create "x" number of tickets with separate IDs; same summary but separate submitter names
Primarily would be used to create cyclical replacement tickets for tier 2 onsite techs. I have purchased 50 of product "x" and want to easily create 50 service desk tickets with different submitters for deployment of these devices.
1 vote -
Required fields having the show/hide function
Would like required fields in the service desk templates to have the ability to use the show/hide functions. Right now, this ability is only available to fields that are not required to submit tickets and requesting this ability be expanded to required fields also.
3 votes -
Allow Child tickets to inherit owner across queues
There is a check box for inheriting the owner from the parent ticket for child tickets in workflows if the child ticket is created in the same queue. Unfortunately we use multiple queues in our workflows and the ability to set the Parent Owner as the Owner of child tickets is impossible after upgrading to version 10. There is no checkbox for inheriting this field either, so we have to set the submitter of the parent to the owner we want just to assign the child to the correct owner. Not sure why they took this functionality away with the…
24 votes -
Assign multiple assets to a single ticket
So often I need to perform the same task on multiple assets. In order to properly track this I have to create a ticket for each asset that needs the task performed. This could be done much better by allowing us to attach several assets to a single ticket. Please please please consider this.
3 votes -
Add more custom fields in queue customization (No. 12 to 25)
At the helpdesk Configuration at Service Desk › Configuration › Queue Customization are only Custom1 to Custom11 fields available. In order to manage cross-tickets between mulitple queues, there are more Customfields requiered. If you handle tickets between 2 or more queues, the identical custom fields are requiered, to see the fields.
For example: If in queue 1 the custom field 1 ist filled with text "Customer-Name" and in queue 2 the custom field 1 is for single select choices configured, the worker in queue 2 will not see the Customer-Name from queue 1.
3 votes
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