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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Define Holiday - Allow us to do more than one day at a time
We are a university. We have a few weeks per year that we are closed at different times of the year. For the Define Holiday in Service Desk, it would be nice to define a week we are closed (i.e. Winter Break) instead of individual days.
12 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 -
Ability to disable new ticket email detection
or at least give us options on how we want ticket email detection.
12 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 -
Add "Location" field type to Custom Fields
Please add "Location" as a field type for custom fields with the same user interface that the "Parent Location" field gets in the location asset properties. This will allow users to select locations by using the location tree instead of a flat list that is provided by the "Single Select" type.
11 votes -
Add the ability to search active and archived tickets
Instead of having to search active in active tickets, then if nothing is found having to go to the archive and search please add the ability to search the active tickets and archived tickets in one search.
11 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 -
Block comments after "Closed" status
We'd like the option to block the user from commenting on a closed ticket. By now, users can send comments thinking it'll reopen the ticket, but we don't receive any updates. Blocking comments on closed tickets would make the user see "This ticket is now closed. If you need support, please open a new ticket."
10 votes -
I would like the ability for my users to reply-all to ticket emails, without the system creating a new ticket each time
I would like the ability for my users to reply-all to ticket emails, add folks to the email, have those folks in-turn reply-all......all the while NOT opening new tickets each time. I have looked and don't see a way to do this. Is it possible?
10 votes -
Request approval for ticket
We don't have the need for every ticket submitted to our help desk to be approved by someone but certain ones, such as requests for additional network access, should.
I would like to see the ability to redirect a ticket for approval from a specified individual. Or, taking it a step further, create an "Approval Required" field in Queue Customization > Category Values table. If a ticket is submitted with that category value, it is automatically flagged for approval by the submitter's department head before making it to the help desk.
10 votes -
"Filter on submitter assigned assets" and "Filter on submitter assigned device" during ticket creation.
Turn this feature OFF: Auto-check the "Filter on submitter assigned assets" and "Filter on submitter assigned device" during ticket creation.
10 votes -
Add Secondary Owner Field for Escalations
Adding a secondary support tech field so that the original support tech/owner can add a tier 2 assignee to the same ticket and therefore will maintain visibility.
10 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 -
Custom view have the ability to use ticket "State"
Under the Custom View on the Service Desk Screen you can search on many different fields like submitter, ticket owner, ticket date, but you cannot search by ticket state to limit the view on if a ticket is in an Open, Closed, or Stalled state.
That would be a great addition.
9 votes -
Include attachments in comment emails from Service Desk
Currently when sending a comment to a user (submitter), any screenshots or attachments are not included or attached to the email. Obviously if sending screenshots or user guides to the user this is incredibly useful but the only option is to send the email using Outlook, defeating the purpose of the K1000 service desk.
I see there is a token, $lastattachment, but that only inserts the text "Filename.png (00.00KB)" which is completely useless. Ideally, the solution to this would be a token such as $lastattachment_url, which provides a direct link to the file (which should not be inaccessible…
9 votes -
Enhanced Announcements
Announcements could be more powerful if they supported the following:
1) Expiration: Many announcements are focused on outage maintenance windows which end in the middle of the night. It would be great if these could be hidden automatically.
2) Support for HTML, markup, or rich text in the body. For example, if an external vendor is having an issue, I may want to provide a link to their site for more information, or I might want to emphasize information in the announcement.
3) Change the default announcement color. (As stated elsewhere)
4) Post critical announcements on the login page. (As…9 votes -
Change the color of the interface to Gray instead of white
We went from a black interface to a too-bright white interface. There are a few people in the office with light sensitivity who HATE the new look. Gray would be far easier on the eyes. Why even mess with the cosmetics? It was fine before!!!
9 votes -
Use Thread-Index email header field to add incoming emails as comments on existing tickets instead of creating duplicate tickets
It would be awesome if we could choose to use the Thread-Index email header field on incoming email to reduce duplicate tickets. It happens quite often that people CC our IT ticket queue email address on email conversations, and we get a ticket for every reply-all. If the Thread-Index header field was used, then all of the reply-alls would come in as comments on the ticket created from the first email in that thread, rather than duplicate tickets.
9 votes -
Allow Workflow Parent Ticket to become a child ticket of another parent ticket
Allow the Parent Ticket of a Workflow to be a Child Ticket in another Parent Ticket.
Often times, we want to use a workflow for a project, for example, a mass conversion of Windows 7 computers to Windows 10.
Being able to use a workflow helps automate the service desk side of things while ensuring that certain criteria and procedures are followed.
However, it gets a little messy when trying to see a larger "global" view of the conversion since you then have to hunt down every single Parent Ticket of the individual workflows.
It would be extremely helpful to…
9 votes -
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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