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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. Add ticket created date time and category tokens/ variables for the email template

    Please add the ticket created date time and category tokens/ variables for the email template.

    29 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  2. 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
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    1 comment  ·  Service Desk  ·  Admin →
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  3. Add 'My Default View' to 'View By -> My Tickets'

    Please add a built-in menu selection "View By | My Tickets | My Default View", pointing to whatever view the technician has set as the default in their profile.

    The Default View works fine the first time you go to the tickets page. But when you then select another view (for example "Tickets Opened Today", there are only two ways top get back to the default view: a) Search through the tree of views, or b) logout and log back in.

    1 vote
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    0 comments  ·  Service Desk  ·  Admin →
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  4. Allow Child tickets to inherit owner across queues

    There is a check box for inheriting the owner from the parent ticket for child tickets in workflows if the child ticket is created in the same queue. Unfortunately we use multiple queues in our workflows and the ability to set the Parent Owner as the Owner of child tickets is impossible after upgrading to version 10. There is no checkbox for inheriting this field either, so we have to set the submitter of the parent to the owner we want just to assign the child to the correct owner. Not sure why they took this functionality away with the…

    24 votes
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  5. Change the color of the [Overdue] tag, or make it red

    Make the [Overdue] tag customizable or at least allow us to edit the color, or change it to Red.

    1 vote
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    0 comments  ·  Service Desk  ·  Admin →
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  6. 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
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  7. User portal needs a facelift - Service desk

    User portal looks like Windows 98. Major turn off for our users. Should have big colorful buttons like we see everywhere in 2020. When you get to the queue selection screen it looks like an AS-400 terminal.

    1 vote
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    0 comments  ·  Service Desk  ·  Admin →
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  8. Include Knowledge Base Link when adding to a ticket

    When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.

    Or possibly, give the Service Desk tech the option to either attach the article text or the link.

    2 votes
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    0 comments  ·  Service Desk  ·  Admin →
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  9. Run on Submission For ticket rule.

    The Ability to have rules run on ticket submission to allow for changes such as the ability to change fields based on title content would be useful.

    3 votes
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    0 comments  ·  Service Desk  ·  Admin →
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  10. Make the Summary Window have a scroll bar- Emailed tickets make it too big

    When a ticket is emailed, if the email contains a large body of text, that text FILLS UP THE SUMMARY WINDOW of the newly created ticket. This means you have to scroll and scroll and scroll before you can reach the tickets comments/ attachments section...to do work.
    so. simple fix.....make the Summary window have a scroll bar...JUST LIKE THE COMMENTS FIELD DOES.

    3 votes
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    0 comments  ·  Service Desk  ·  Admin →
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  11. Allow for @user mention users in comments

    In comments, allow anyone to @user mention another user in the system.

    If the @user isn't cc'ed , a submitter or owner, then add them to cc.

    4 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  12. Option to make "Add Work" required before ticket can be closed.

    Hello. It would be nice to make the "Add Work" option as a required field before a ticket can be closed or completed. Our company is looking towards tracking how long different tasks take for IT Technician and making this a required field would make this an easy way to add up the time as well as ensure the time is being added as it is easy to forget.

    4 votes
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  13. Communication and Notes Separated

    I think it would be cleaner if you had a separate spot for Private notes vs using the "Owners Only" button. We find that we forgot to check this off sometimes notifying the user of a note we do not want them to see or the reverse if the default is checked we forget to uncheck and the user does not get notified of the communication. If you had a field in the Ticket called " Private Notes" and when added gets added to the comments section upon submit and the field cleared would be a cleaner way of handling…

    3 votes
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    0 comments  ·  Service Desk  ·  Admin →
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  14. 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.

  15. Move Process Templates out from Service Desk Configuration

    Move Process Templates out from Service Desk Configuration so that it can be selected as a separate Hide/Read/Write item in the Roles configuration screen.
    I have a customer who wants the heldesk manager to be able to edit Process Templates, but not be able to do all the other things in Service Desk Configuration.

    4 votes
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  16. 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 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.

  17. 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
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  18. Tabbed view in comments

    I find it frustrating to have to scroll through a long list of comments in a ticket to find what I need. Often comments on a ticket are a mix of e-mails sent to tickets as well as comments entered manually directly into the ticket by users and technicians. What would be nice is a tabbed view in comments. The first tab would be technician/user comments and the second tab would be e-mail generated comments. This separation would really help me keep comments in tickets organized.

    9 votes
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  19. Collapsible comments in tickets

    I notice that for some tickets, the list of comments can become quite lengthy, making it difficult to find what you need and difficult to scroll through. This is especially true if you start forwarding e-mails to tickets for documentation. What I'd like to see is the ability to collapse individual comments and an option to collapse all comments.

    9 votes
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  20. Add BCC list and allow optional to send email with true CC and BCC list functionality

    Add a BCC list and an option to send email with actual standard SMTP CC and BCC list functionality, so that recipients can see that they are not the only one being notified.

    As is, recipients often start emailing each other, because they don't know that the other concerned parties were also notified.

    4 votes
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    1 comment  ·  Service Desk  ·  Admin →
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