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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Add the ability to create a checklist and attach it to a ticket
I would like the ability to set up a checklist and attach it to a ticket. This would allow me to set up a checklist that has 15 steps in it without setting up 15 separate tickets in a process. I use checklists a lot, especially when setting up new users or reloading existing machines. It would be nice to be able to check off each step in the ticket and have it saved in case you have to come back to the process. I like the way processes work, but if you have lots of steps, creating all of…
47 votes -
Give option to completely disable satisfaction survey.
We would like to remove ability to completely suppress the survey email sent to users. We currently have it disabled, but the users still get email notifications.
42 votes -
Service Desk: Set attachment as required
Upon using Dell Kace ticketing for job requests, attachment was not rarely used by the submitters. The Service desk must view at the real requests of the submitters.
The settings for attachment field was not there on Customize Fields and Layouts. Please set the attachment field as required.42 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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Service Desk - Dynamic Fields
The ability to create dynamic fields to use in the service desk would greatly improve it's usefullness
ex: Field1 has a choice of Software or Hardware. Field2 populates its choices based on Field1. If you pick Hardware for Field1 you wouldnt have to wade through all the software problems in Field2, only related fields.
It would increase the time required to setup the service desk but, in the long run, i think it would decrease time required/increase accuracy to put in tickets
39 votes -
Email Users users directly from the ticket while appending the email as a comment
We all have users who ignore the notifications and are more responsive when they receive an email from an actual person.
Currently the user's email address is listed in ticket and clicking on it opens up you local mail client (Outlook and etc).
From there i can email the user as i typically would, but that email never makes it to the actual ticket and is never documented unless i manually copy/past it myself.
Having the ability to click on that user's email address and email window pop up that would allow me to send that user an email (as…
38 votes -
Restrict Which Queue a user can see
We are an MSP and we have specific queues for specific clients. these queues have the clients name on them. the issue is in the client portal users can select which queue to see. while they wont be able to submit tickets to those queues ( i have them restricted with labels) they can still see those queues exist and see the names of our clients. i would like the ability to restrict a given user to only seeing the queues i want them to see.
36 votes -
Kace Purchase Order
The ability to create and track purchase orders within the helpdesk. This can sync with the licences, and hardware making a paper trail.
36 votes -
Add Auto Refresh to the Service Desk Dashboard
It would be nice to have the auto refresh feature on the dashboard so that a supervisor could setup his dashboard the way he wants it and not have to manually refresh it all the time. you could always have a nice overview of whats going on in the service desk without having to touch it.
36 votes -
Allow HTML in comments
Is is possible to have the comments area HTML so that I could make certain are words bold, italic, etc.
34 votes -
Email Token - Including Ticket Summary
There is a list of Tokens we can use currently for emails that go out to Service Desk users. One token we could really use is the original summary of the ticket. A workaround would be to use ticket history but that can get messy after a while.
32 votes -
Suggest adding 'Set Category To>' to action items for Service Desk queues.
In the Service Desk under Action Items, I would like to have the ability to 'Set Category To>'. We had an issue come up where I needed the ability to change the category for over a 1000+ tickets, and the only way to manage it at this time is one at a time.
32 votes -
Rich text in response templates
Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.
For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.
31 votes -
Allow customization of the KACE SMA user console home page web browser tab
When a customer clicks on the "Service Desk" link, it displays KACE Systems Management Appliance Service Center on the tab of the web browser. It would be nice if this could be customized to the organizations name instead of the product that we are using.
30 votes -
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 -
Edit multiple tickets at once
It would be helpful to have the functionality to edit and/or close multiple tickets at once.
There's many times that we have multiple tickets related to the same issue. With the multi edit ability, i would be able to select tickets i want to edit from the tickets page and choose edit from the Choose Action drop down.
Here i could add a comment, change the status and etc while effectively enabling me to close multiple tickets without have to go directly into each one.
29 votes -
Make Owner list in View By: menu shorter/sortable
Our Service Desk has 100+ ticket owners, for some queues. When the Owner option is highlighted in the View By: menu, it generates a ridiculously enormous menu list. Could this be turned into a shorter scrolling list (eg http://codepen.io/larrygeams/pen/feoDc), or better yet have a search box like it has in the individual ticket view.
28 votes -
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 -
Separation of service desk admins
I have recently come across an issue with the help desk where it's been pushed down from the Powers That Be that the Finance Department should have a ticketing queue for people to submit invoices because a shared mailbox is not working.
I have found, after working with a tech, that while it's possible to create the queue (obviously) you cannot restrict the admins of this finance queue from seeing the contents of the other queues, WITHOUT FULLY DISABLING THE ABILITY FOR THOSE PEOPLE TO SUBMIT ANY TICKETS.
Would like to have some sort of separation of duties regarding queues,…
26 votes -
Allow filtering by queue (was removed in 6.3)
We used to be able to exclude (or include) queues within the advanced search within the service desk. "Queue" has been removed from the filter drop down list in the last update. This would be helpful to have back as I only manage certain queues. Thank you!
26 votes -
Ability to hide and set a default the 'approval required before close' field...
An end user should be able to select an approver without having to consider the 'approval required before close' or 'approval required before open' selection associated with the approver field.
24 votes
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