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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Stop the flow of a process if a child ticket is rejected
As of now, when a child ticket is rejected within a process and closed, the process will continue. Change it so that when a child is rejected that it will stop the process flow.
70 votesThis is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.
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Add Location Asset to ticket fields
For Service Desk tickets not associated with mobile assets such as laptops, it would be helpful to have a nested location field. We have multiple campuses, multiple buildings per campus and rooms per building. Having this location ability would help in triage, dispatch, and reporting.
An example is in the forums here: http://www.appdeploy.com/messageboards/fb.asp?m=77526&key=ticket%2Clocation
18 votes -
Service Desk Config. Allow non submitters and owners to View their tickets when its move to a new queue
Service Desk Config. Allow non submitters and owners to View their tickets when its move to a new queue.
5 votes -
Manage Active directory groups
Wouldn't it be nice to be able to manage Active Directory groups from the K1000 service desk portal? Let's say that a user needs access to a shared folder. Instead of creating a ticket about it, Kace could handle it. Kace could for example send out a simple allow or deny mail to the user set as 'managed by' on the group.
Other cool stuff it could include;
* Maybe also a second approver if needed for some groups.
* Maybe also the possibility to request to leave an AD group.
* Allow a user's manager to request for access…5 votes -
Service desk owner out of office
Add a feature that when someone is going to be out of the office, all they have to do is log into the portal and say "Out" or "In" and whenever they are auto assigned a ticket, that ticket will go to an unassigned status so all the owners of the queue see that ticket.
71 votes -
Ability to Upload photos and associate with Users
It would be nice if you had the ability to upload photos and link them with users. This could be used for multiple instances throughout case.
1.) When a user submits a ticket, when someone brings up the ticket information you also get an image of the user so you know visually who it is.
2.) In an earlier post, someone mentioned having a floor plan associated with assets so that based on the layout of your floor / building, you could see where you assets were located. Bringing this a step further, the floor plan could also have images…
2 votes -
Add an option to create process tickets with default values that cannot be modified by the user on creation
Create a check box, or some sort of option, when creating a new process ticket that will use the system permissions to create the process parent ticket with the default values specified, but disallow any modifications on creation from the user.
The issue I'm having is that I'm trying to create a processes where we want all of the fields to be set to something in particular, and everyone can submit the process ticket, but they cannot modify the parent ticket when they are submitting the new process. When trying to do this, it will allow for the user to…
3 votes -
Customer call history
Would be really useful to be able to view customer call history when you're in a ticket.
3 votes -
Additional field for ticket closed by
Resolver groups currently have to assign the resolved ticket to the Service Desk. It would be helpful to have a Closed by field to enable reports on the number of calls closed by a service desk agent.
7 votes -
Email on events for ticket creation Category CC
Allow in the email on events section to have a field for ticket creation so you can add the ability for whatever emails is on the Category CC to receive an email when a new ticket is created. This enables you to easily set a Category CC email such as a distribution list in the helpdesk section and still have the default owner as unassigned.
8 votes -
Customer Rule - No Email?
We need the ability to set customer rules not to email the submitter or upon ticket creation (or any other condition) as they may send to distribution lists or other ticketing systems causing a loop.
We tried removing the SMTP address from the user record, but a new records get created upon the next submit.
We used Kaseya prior and had no issue setting a simple "NoEmail" rule.
3 votes -
Service desk assets to reflect only which assets are associated with the submitter
Currently the assets drop down menu lists all assets in the KACE box. I'd like to see this assets menu only show the assets that are associated with the user submitting a ticket.
11 votes -
Ability to create additional LDAP lookup custom fields in helpdesk
Ability to have additional LDAP lookup fields when creating queues under the helpdesk. Currently there is the "Requestor" though this is the only field which uses LDAP to populate the name. It would be good to create more fields similar for line items like: "Same As", "Manager", etc. This would be usefull in cases when creating a new user, or if a user moves department and you need to give them access the same as another user.
6 votes -
fill out user satisfaction via email
it's nice that a person can respond to kbox via emai. It would also be nice if a person could fill out their user satisfaction info via email rather than having to log in to the kbox system
and on the kbox screen - http://support.kace.com , please put a link beside item 5- enhancement requests that links to this page.10 votes -
Service Desk Customization - Field Type
Allow the Field Type to be one of 'Text Box', which would afford a multiple-line text box such as the 'Resolution' field.
8 votes -
Service Desk - ticket alerts
Implement some type of alerting system when a ticket owner gets assigned a ticket, in addition to the email notification. For example a separate small window that polls every 5 minutes and flashes an alert if a new ticket is found for you or for your defined custom view.
20 votes -
Ticket Owner drop down shows all owners
We find it frustrating when all of the possible owners do not show up in the list of possible owners. An option to set the display drop down size would be a welcome addition.
5 votes -
Move a child ticket under a workflow process parent ticket
It would be nice to have the ability to choose the parent ticket of a process when you want to assign a child ticket under it.
For instance during change management a ticket may be created by a user that should fall under the work flow process. Currently you cannot assign this ticket as a child under the parrent ticket of the process.
5 votes -
helpdesk que
Would like ability to import options into helpdesk que's instead of having to add one line at a time.
3 votes -
MS Lync
We plan to employ MS Lync, a presence application. If KBOX help tickets could be assigned automatically based on the presence of potential owners, that would be a great help.
2 votes
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