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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Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat
Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat
21 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 -
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 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 -
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 -
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 -
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 -
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 votesThank you for contributing. This idea is under consideration and will be prioritized according to votes received.
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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 -
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 -
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 -
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 -
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 -
Auto assign tickets based on a "next up" rotation/round robin rotation to eqalize tickets taken
It would work so much better for those signed into the queue to have tickets automatically assign a ticket based on a round robin type scenario or assign to those who have the least number assigned to themselves.
It would be nice to have that as an update, click a button by the admin and it happens in our queue.20 votes -
Add Queue Owners check boxes to the Escalation and SLA Violation email on events function
It would be awesome if all the Queue Owners were emailed when a ticket breaks SLA or Escalation timer rules.
So if you could add Queue Owners check boxes to the Escalation and SLA Violation email on events function like it has already for New ticket on ... events that would be awesome!18 votesThank you for contributing. This idea is under consideration and will be prioritized according to votes received.
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Process with Approval to begin and Approval/validation on child ticket (Tasks)
Process with many fases that require approval and validation on tasks.
like: Change requests - approve to begin - task1, task2, task3 - tests - (approval of results tests) move on, task implementations, next tasks ... validations task (approval of validation) ... until to end of process.6 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 -
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
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