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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. K1000 Service Desk Custom Field Addition

    When creating custom fields in Service Desk queues, it would be helpful if there was a number field to choose from that wasn't restricted to integer values. A decimal option would be ideal that could take up to at least 4 spaces to the right of a decimal (ten thousandths). Example, be able to accept 10.1875 as a valid value.

    18 votes
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  2. Change Management

    Looking for a change management system within the K1000. I've found this article, but it is related to version 6 and does not include the approval system. https://www.quest.com/community/b/en/posts/5-easy-steps-to-change-management-support-with-the-k1000-service-desk

    Here's a general description of what we would like to see:

    A process by which tickets can be submitted and the person submitting the ticket can decide if the ticket needs an approval or not. Then if there is an approval need let the person submitting the ticket either select or type in the person who needs to be the approver. These tickets need to be retained in the same queue or…

    17 votes
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  3. 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
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  4. Process with optional child tickets

    Allow selection of which child tickets will be created when creating a new parent process ticket. This would allow child tickets to be optional, either based on conditions defined in rules, or at the ticket creators discretion. For example, in a new user creation process, some users may not require an account on a specific system. It should be possible to start the process but exclude the creation of the child ticket for that task.

    17 votes
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  5. Full UI layout control for ticket templates

    Love the option of having different ticket templates, but because the don't have the same ui/layout controls/behavior that the default layout has, they are far less usable.

    For example, field width is not controllable with ticket templates, meaning that half the time I find my third-column fields at right, and half the time they are displaced by window width/zoom and end up below the other fields. In practice, this means that 100% of the time I can't rely on a field being where I expect it to be and have to hunt for it.

    Another example: Because ticket templates always…

    17 votes
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  6. Hide Pop-up notification for User Downloads

    When a user launch a Managed Install from the End User portal, there is a popup windows that states "User launched MI/FS" and a second once it's finished.

    First of all, it is not translated for other languages, which can be confusing for non-english speaking users.

    Then, there should be an option to hide this window. As it's not standard for Managed Installs, there is no reason to display it by default in this KACE.

    Furthermore, please allow the possibility to change the text displayed.
    Thanks in advance,

    Best regards,
    Marc CHOUTEAU

    16 votes
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  7. Add a 'Modified By" column option in service desk ticket views

    Currently, there is a Modified Column in the ticket views but it only shows the date and time the ticket was modified (whether by the system or a person).

    We would like to see a 'Modified By" column that would show the name of the person that modified the ticket. If this was a system generated modification it could say system. If it was the submitter, it could list their name.

    This would be extremely helpful when reviewing our queues for updates without having to open our email and open each ticket individually to see who modified it.

    16 votes
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  8. Add the ability to edit a ticket rule in the wizard if it was previously made in the wizard

    Currently, if you make a ticket rule via the wizard, you can edit it via the SQL script it creates but not via the wizard. Some rules are basic and this is fine but as you create a more complex rule it makes it hard to edit the rule. Adding the ability to edit rules made via the wizard would make this process easier and less time consuming.

    16 votes
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  9. Set Default Priority per Category

    Current Priority settings are based on the feelings and opinions of the person submitting/owning the ticket. The ability to set a Default Priority per Category (similar to the Default Ticket Owner) in the Customize Fields and Layouts page would be very beneficial to appropriately managing workloads.

    15 votes
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    under review  ·  Ken Galvin responded

    Thank you for contributing. This idea is under consideration and will be prioritized according to votes received.

  10. Allow conditional fields to reference themselves

    I can show/hide fields based on the value of /other/ fields, but not based on the value of the field itself. For example, I want to be able to hide a field most of the time, but never hide it if it contains a value.

    15 votes
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  11. Have ticket Due Dates actually notifiy the ticket owner of being overdue

    And not just show [OVERDUE] on the title.

    This would better allow for following up on tickets, etc.

    15 votes
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  12. 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
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  13. Add custom fields to column visability in service desk

    I didn't see this request out there specifically so not sure if it is a duplicate.

    I set up several custom fields for my tickets. I want a couple of these fields to show up in my column view so tickets can be sorted by that field.

    For example, I created a custom field of "task type". It is a single select field and has "dev, ops, help, genoffice, other" as choices. In my default view, I want to have this field show up so it can be sorted.

    15 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  14. Helpdesk - 'Next/Previous Ticket' Button

    Include a 'Next Ticket' and 'Previous Ticket' button on the individual ticket view.

    15 votes
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  15. 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
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  16. 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 there will be more time logged per day on tickets than hours in a work day. This has the potential to create inflated employee utilization rates.

    15 votes
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  17. Improved Customization for visibility of Multiple Helpdesk Queues

    Right now, we can either view All Queues, or pick a single queue. We have helpdesk queues for standard helpdesk, server change management requests, firewall change management requests, onboarding requests, and more. I don't want to see them all at once, but if I need to monitor 2 or 3 specific queues throughout the day, I don't want to have to switch between them manually, either.

    It would be great if I could create a custom view that includes multiple queues of my choice.

    14 votes
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  18. Create Global Custom View for all users/admins to search tickets on in the service desk

    We would like to create and deploy custom views to search for specific categories or state. This can already be done on an individual basis, but we would like to apply this as a custom view for all users under a specific user label.

    14 votes
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  19. "Always Required" setting on the "User Custom Field" passes when set to the system default of "Unassigned".

    I have already reached out to support for this and they are telling me that this is the way that it was designed. However, this makes very little sense if it was truly designed this way for the simply fact that having the ability to set a field to "Always Required" should force user interaction but since the system will accept the default of "Unassigned" it defeats the purpose of being a required field.

    13 votes
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  20. Restore or undo deleted tickets

    Ability to restore or undo deleted tickets. Keep tickets X amount of days before completely purging.

    13 votes
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