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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Alter replies to remove email address of ticket owner
Some users have gotten in to the bad habit of clicking the email address inside ticket replies and responding outside the ticket. I know this is more a "teaching opportunity" for the user but it would be nice to just completely remove the ticket owner/replier email address from the template. See screenshot example.
3 votes -
Show/modify Assets fields on Ticket
Able to bring assets field from asset to Show or modify data.
For example in a ticket for alocation resources (stored on Asset).
the changes need be recorded in a ticket or need a aprovall process to do that. Assign some resource to user. Alocate something to center cost. Change the Asset Status.6 votes -
Put a dropdown to select the queue you want to see for Dashboards
When selecting Service Desk in SMA, you can see the Dashboard for whatever default queue is set up for your user profile. Some admins have access to multiple queues, specifically managers who are managing individuals in those queues, and it would be helpful to toggle back and forth between queues to get a singular view of what is happening with that queue.
5 votes -
Exempt email accounts that are from systems
There needs to be an area where I can put in an email address (Like from an HVAC, Fire System, or just a specific user, etc..) to exempt it from any replies so my customers can still get replies.
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 -
Change Multiple Select Field
If choosing to have a multiple select field in a ticket or ticket template a user needs to press CTRL-Key to select more than one item.
Please make it easier for users to select. Maybe by moving.
Another idea would be to select by single click and deselect by another single click.3 votes -
timer
Add a timer to tickets in the service desk that ticks down based on SLA. This will show techs which tickets need to be worked on next before a breach of SLA occurs.
1 vote -
sla
SLA's based on time to first contact. The current SLA functionality only covers time to close. This metric is useful at times, but due to the complexity of IT issues can vary widely.
Time to first contact as an SLA is very important for all helpdesks as it tracks how long a user is waiting to be helped. This can be done with custom rules and reporting, but its cumbersome. Making it a core feature would be a big help.
3 votes -
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 -
Ability to format the print option in a ticket
I would like to be able to format the output when I print a ticket. I envisage it would be part of the Q configuration and it might be like the template option where you would select the fields that you want to print and some minor formatting options. Currently you get a straight dump which includes history etc and it runs to several pages of no format.
12 votes -
Allow more Conditional Field functionality in ticket templates
Right now, the only functionality based on Conditional Logic in ticket templates is whether to Show or Hide the field.
Please add the ability to set the value of the field, based on Conditional Logic. This would greatly enhance flexibility in designing ticket templates. Thank you!
7 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 -
Project Management and Tasks/TODO's or Import from MSProject.
It would be nice if Kace could do something like this as so many ticketing softwares are doing this now.
9 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 -
Allow assigning a queue manager separate from the ticket owners
We should be able to designate one or more persons as the manager of a queue, separate from assigning them to the "Owners" list. It is quite common for there to be a help desk manager who supervises the team, but does not handle tickets directly.
Such an assigned manager should have full visibility into dashboard statistics, receive notifications of SLA violations, be able to assign/reassign or edit tickets, etc.
2 votes -
User Downloads - Restrict by Device not User
I understand that the 'Also Restrict By Device Label' in the access control section of the user download config screen is currently mislabeled as it should be 'Restrict User Labels to Assigned Devices' but this is not helpful for our environment.
We have a significant number of devices that are not used by a single user but are shared and would like the option to restrict the user download by device label as was previously possible.
I would like a user to only see the download being presented to them if it is applicable to the device they are using.…
10 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
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