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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Prevent Duplicate Work Hours for a Single Technician
I require that my staff complete their work hours under the tickets they work along with having a daily work ticket that they put "administrative" work with brief descriptions. This has worked out very well. However, there are times where some of my technicians will end up putting overlapping work hours. For example, they worked Ticket 123 from 8:30am until 9:30am but they also worked ticket 124 from 9:00am until 9:30am. It shows up on the report for total hours as they worked 1.5 hours, which is physically impossible to do between 8:30am and 9:30am.
Two potential fixes:
* Prevent…3 votes -
Gain Control to User-Console Fields
It should be possible to have (more) control over the Admin- and User-Console Web-Interface.
Especially when a ticket is closed, it is still possible for the user to enter a comment in the closed ticket. – For the Helpdesk – Technician it is still possible to change fields of the closed ticket like title, Impact, Category, Comment and so on… When a ticket is closed, changes to that ticket should not be possible.
Furthermore it should be possible to control the visibility of certain items in a field. For example it should be possible to hide certain category – items…
2 votes -
Access to search All queues - all tickets for keywords
Would like for users with access to the adminui portal to be able to search for keywords in all teams/queues - all tickets so if you have various department groups with separate queues they can also find and tickets that are not in their queue.
This could be a feature that you have activated or not to suit different business uses.
1 vote -
Allow the ability to change default fields across all queues
The ability to set default fields such as "Department" across all queues instead of having to set that field individually in each queue
3 votes -
Mobile users only see assigned queues
When an end user logs into the Kace Mobile app, allow the end user to only see assigned queues. Right now, end users can see all queues that have been created, but can only submit tickets to assigned queues. On the web portal end users can only see assigned queues. Why not Mobile too?
1 vote -
Allow for @user mention users in comments
In comments, allow anyone to @user mention another user in the system.
If the @user isn't cc'ed , a submitter or owner, then add them to cc.
4 votes -
Add Sections to Ticket Template Editor
Allow sections to be added to ticket templates to separate items. The default ticket layout puts the submitter, asset, and device in a separate section to the right of the other fields. We really like this and would like to be able to do it with ticket templates.
3 votes -
Add a group as ticket CC List
Be able to add a group in to the ticket CC List instead of adding people one by one, and some of the ticket issue may want to CC all the managers.
1 vote -
Add 'My Default View' to 'View By -> My Tickets'
Please add a built-in menu selection "View By | My Tickets | My Default View", pointing to whatever view the technician has set as the default in their profile.
The Default View works fine the first time you go to the tickets page. But when you then select another view (for example "Tickets Opened Today", there are only two ways top get back to the default view: a) Search through the tree of views, or b) logout and log back in.
1 vote -
Change the color of the [Overdue] tag, or make it red
Make the [Overdue] tag customizable or at least allow us to edit the color, or change it to Red.
1 vote -
Tabbed view in comments
I find it frustrating to have to scroll through a long list of comments in a ticket to find what I need. Often comments on a ticket are a mix of e-mails sent to tickets as well as comments entered manually directly into the ticket by users and technicians. What would be nice is a tabbed view in comments. The first tab would be technician/user comments and the second tab would be e-mail generated comments. This separation would really help me keep comments in tickets organized.
9 votes -
Collapsible comments in tickets
I notice that for some tickets, the list of comments can become quite lengthy, making it difficult to find what you need and difficult to scroll through. This is especially true if you start forwarding e-mails to tickets for documentation. What I'd like to see is the ability to collapse individual comments and an option to collapse all comments.
9 votes -
Option to make "Add Work" required before ticket can be closed.
Hello. It would be nice to make the "Add Work" option as a required field before a ticket can be closed or completed. Our company is looking towards tracking how long different tasks take for IT Technician and making this a required field would make this an easy way to add up the time as well as ensure the time is being added as it is easy to forget.
4 votes -
Move Process Templates out from Service Desk Configuration
Move Process Templates out from Service Desk Configuration so that it can be selected as a separate Hide/Read/Write item in the Roles configuration screen.
I have a customer who wants the heldesk manager to be able to edit Process Templates, but not be able to do all the other things in Service Desk Configuration.4 votes -
User portal needs a facelift - Service desk
User portal looks like Windows 98. Major turn off for our users. Should have big colorful buttons like we see everywhere in 2020. When you get to the queue selection screen it looks like an AS-400 terminal.
1 vote -
Include Knowledge Base Link when adding to a ticket
When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.
Or possibly, give the Service Desk tech the option to either attach the article text or the link.
2 votes -
Add BCC list and allow optional to send email with true CC and BCC list functionality
Add a BCC list and an option to send email with actual standard SMTP CC and BCC list functionality, so that recipients can see that they are not the only one being notified.
As is, recipients often start emailing each other, because they don't know that the other concerned parties were also notified.
4 votes -
Run on Submission For ticket rule.
The Ability to have rules run on ticket submission to allow for changes such as the ability to change fields based on title content would be useful.
3 votes -
Make the Summary Window have a scroll bar- Emailed tickets make it too big
When a ticket is emailed, if the email contains a large body of text, that text FILLS UP THE SUMMARY WINDOW of the newly created ticket. This means you have to scroll and scroll and scroll before you can reach the tickets comments/ attachments section...to do work.
so. simple fix.....make the Summary window have a scroll bar...JUST LIKE THE COMMENTS FIELD DOES.3 votes -
Rich text in response templates
Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.
For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.
31 votes
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