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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. 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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  2. ServiceDesk: Quick-action links that appear on the User Console

    We would like to be able first to add more buttons/quick-action links that appear on the User Console home page and then modify the text that appears to these buttons. The wording is poor and confusing to our end-users.

    7 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  3. 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 console

    3 votes
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  4. 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
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  5. Make web UI accessible to screen readers

    The service desk module...and really most modules...are not properly web accessible for screen readers like NVDA. For example, the comment section isn't landmarked or considered a header, labels for drop down fields read as separate elements to a screen reader, etc. This makes the product very difficult to use for people who rely on screen readers, like blind people.

    28 votes
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  6. 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
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  7. 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
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  8. 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
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  9. 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
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  10. 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
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  11. 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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  12. 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…

    1 vote
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  13. 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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  14. 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
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  15. 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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  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 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.

    1 vote
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  17. Downloads don't download from Replication Servers

    When downloading from the user downloads it doesn't download from the replication server, but if you do a managed install or a script it downloads from the replication server at lan speed. This is also true for other sections like the software section under inventory.

    3 votes
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  18. 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

    1 vote
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  19. 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
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    1 comment  ·  Service Desk  ·  Admin →
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  20. 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>).

    For example:

    query: SELECT DISTINCT(FIELDVALUE) FROM USERFIELDVALUE WHERE FIELDID = '1' AND USER.ID = USERFIELDVALUE.USER_ID AND USER.ID = <USER>

    18 votes
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