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KACE Systems Management Appliance (SMA)

Please tell us how you’d like to see the KACE Systems Management Appliance product improved!

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329 results found

  1. Multiple Service Desk Organizations

    It would be a nice feature to have multiple service desk organizations. Our Facilities and our Security and even some of our Projects would like to have their own service desk, but act completely separate from the IT service desk, including having their own URL for each organization.

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  2. Make the Installation Instructions text box be able to have empty lines between details

    In the admin part of editing the user download you can create blank lines by entering twice once a sentence is finished, then typing more information.

    Due to the current formatting limitation, the end user sees all of the text in one line, which makes it easily missed for moderate-advanced installs.

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  3. Force Adjustment Hours in Service Desk

    For each Workqueue provide an option to force our users/technicians into entering time for each ticket. I've noticed when i create custom reports, fields that report "0" in the "HDWORK.AdjustmentHours" table will not show up in a report. I would like to make sure our reports are as accurate as possible.

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  4. 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.

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  5. 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.

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  6. 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.

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  7. 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.

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  8. 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?

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  9. 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.

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  10. 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.

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  11. 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 future

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  12. 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.

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  13. 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.

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  14. 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)

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  15. 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.

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  16. 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

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  17. 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.

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  18. Archived user accounts vs Active user accounts as primary account.

    For SMA to look for only active accounts. In my case, I work for an insurance company that uses assurance adjuster during an event. When they return the primary account that is use is the Archived account upon creating an ticket in SMA. At this point I have to reassign ticket to the active account and force delete the Archived account in order for the ticket to be under the active account. It also causes an issue with they try to send an email to SMA because SMA is does not know which account to use, saying they are not…

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  19. Prevent Comments on Closed Status Tickets

    Please include the ability to reject comments or auto populate a response to closed tickets. We want to prevent end users from commenting on already closed tickets and to automate a response to the user notifying them that the ticket has been closed and to open a new ticket or allow the ticket owner to re-open the ticket.

    If the end user is allowed to comment on an already closed ticket, there is a high probability the service desk team may not be alerted to that.

    1 vote
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  20. Ability to set the SLA notifications for Parent tickets, other tickets separately. (So you if you want to turn off notifications for one)

    Ability to set the SLA notifications for Parent tickets, other tickets separately. (So you if you want to turn off notifications for one).

    We would like the ability to turn off SLA notifications for Parent tickets while keeping them on for the children.

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