KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
-
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 -
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 -
Ability to select multiple Category Values in Queue Customization (bulk edit)
It would be wonderful if you could select multiple category values under Queue Customization and change the Default Owner for the selected items.
7 votes -
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 -
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 -
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 -
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 -
Add Rule to History
Would like the ability to toggle in a specific queue ticket rule to add what was changed under the "History" tab. So where a ticket rule may change the status from "Waiting on End User" to "User Replied", the rule would not only change that flag but also a new entry under history would be added as if a technician did the change (but instead of the technician's name, say something like Rule #16 or Rule Name).
17 votes -
Change from dropdown lists to radio buttons
Can we have the ability to change from a dropdown list to radio buttons?
This would greatly reduce the clicks when categorising tickets.15 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 -
Allow attachments to be inherited from parent tickets in both processes and tickets.
Currently I have a rule in place which copies parent attachments to child tickets for a process. This needs to be a built-in feature.
3 votes -
Have ability to receive text messages when owner is assigned a ticket
Some of our team has asked whether is is possible to receive text messages when assigned tickets of a particular priority.
Additionally we would like functionality so that when tickets reach SLA breach a text message alert is escalated to the Owner's Manager.
I understand neither of these are options currently but would be a desired enhancement for the future1 vote -
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 -
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 -
Allow auto populate of custom fields based on email submission
It would be great if we could have some sort of way to define our own "fields" from email tickets being submitted so that those could be translated to auto populate more needed information on the ticket.
The Rules wizard is limited and SQL does not make the submission email visible to work with.
For example, I get many tickets submitted daily via subsystems (Sophos for example). We can grab things like the title and change the ticket category - but if Kace could look in the email submitted and set the Machine (Workstation Name), because the info is in…3 votes
- Don't see your idea?