KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
Service Desk - Add a new ticket button on tickets view
Currently to open a new ticket you need to Click on "Choose Action" Drop Down then select "New" in order to open a ticket. Since Majority of the time help desk staff go into the Ticket view to create tickets, please add a new ticket button right at the ticket view screen. So they don't need to click on the Choose action drop down every single time to open a ticket.1 vote
Allow to send attachments in notification ticket rules
Built-in email notifications in the service desk allow to send the last attachment. But in many cases we need to replace them through custom ticket rules for more flexibility and better tayloring to customer needs. However, there is no option to include the last attachment in the email notification. It is possible to build a link to the attachment, but this is not a suitable workaround in many cases and is inconvenient.1 vote
create users in ticket
Ability to manually type an email for the "submitter" of a ticket and not draw from the database of "users". Or the ability to quickly create a 'user' in the ticket. The end result of this is we want it to send our clients an email on close of the ticket. We are unable to have users create their own tickets and we are unable to import users for various reasons.1 vote
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
Please add a feature in KACE SMA ticketing system so administrators can delete comments from a ticket from the console
Please add a feature in KACE SMA ticketing system so administrators can delete comments from a ticket from the console3 votes
Allow User Variable in Service Desk Custom Field Query
I'd like to query the USERFIELDVALUE table where FIELD_ID = '1' for the specific User submitting the ticket. This is just like the update query in Service Desk rules where you can specify a variable that pulls the ticket numbers from the select query, but would be for the currently logged in user (USER.ID = <USER>).
query: SELECT DISTINCT(FIELDVALUE) FROM USERFIELDVALUE WHERE FIELDID = '1' AND USER.ID = USERFIELDVALUE.USER_ID AND USER.ID = <USER>18 votes
Great idea having the knowledge base pop up. Bad idea not having a way to turn if off for the actual helpdesk.
In the Version: 12.0.149 version of the SMA, there is a great feature for end users to see possible solutions for the problems they are submitting. BAD however for the actual helpdesk folks entering the ticket. It slows down the process since it can't be turned off. Please make this feature able to be turned off for actual IT folks. Thank you!4 votes
Built-in translation tool for Summary/Comment fields
We are using the Service Desk worldwide.
It would be great if there could be the possibility to automatically translate the text entered by the user into another language for the Summary and Comment fields.
For example DeepL (https://www.DeepL.com) could be integrated.
This would make it easier to support across different languages.1 vote
Add the Manager of "Submitter's Manager" Approver option
It would be great to have the "grandfather" (The manager of my manager) as an Approver Option inside the Processes. Right now I can choose only the Submitter's Manager as an approval Step. Sometimes it is needed to have processes escalated to the next hierarchy level to get approved.3 votes
Customize Colour of Ticket Field (not Ticket Text)
It would be nice if the color of a ticket field in the ticket overview changes as soon as the SLA is exceeded (red) or if you have entered a manual date and this date is reached (yellow).
Whichever color does not matter, as we often have tickets that require a manual processing date, because only then can the task be done.
At the moment you cannot see within the service desk when the stored date has been reached and with larger companies it is very confusing with the mass of tickets.3 votes
Ability to block Queue admins from seeing and having ability to edit other queues
It would be great if we had the ability to limit Queue admin access. Currently if we set up a queue for say our HR department, the HR team can see our IT queue and can modify out IT tickets. We need a way to be able to lock the queues down so that everyone doesnt have global admin access. If this exists and I am missing it, please forgive me.6 votes
Sizing and alignment of image when pasting into ticket
Pasting images into a ticket currently has them added centered and very small. So each time we have to align the image on the left side and expand it to make it viewable. It would be nice, if those images would be added aligned to the left and in a more readable size from the getgo.3 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
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.1 vote
Restore the 't' shortcut for searching/opening an individual ticket!
Prior to the SMA 11 upgrade, we could always type a 't' followed by the ticket number into the search box to open a ticket ('t99999'). That functionality disappeared in the last upgrade, and now we have to wait for the search to come back in order to locate and open a ticket. We have over 70000 tickets, so searching can take quite a while.2 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
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
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 an authorized user.
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…1 vote
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
Take ownership of the ticket once you click on it
Can we have the same take ownership button when you click on the ticket to read its content?3 votes
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