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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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327 results found

  1. On the "Customize Fields and Layout" screen, add a column to the "Custom Fields" section that shows the Label that was assigned to the field

    On the "Customize Fields and Layout" screen, add a column to the "Custom Fields" section that shows the Label that was assigned to the field in the section above identified as "Define Layout and Ticket Fields." When adding Custom Fields, one must constantly scroll up to the see the Label of the field that is being edited, i.e. look at CUSTOM1 to see its label then scroll back down to edit the attributes of CUSTOM1, i.e. Field Type, Default and Select Values. It's really easy to make a mistake and assign the wrong attributes to the wrong field…

    1 vote
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  2. Configurable Drop Down Menus to Populate Category, Platform and Importance Fields

    It would be very helpful, prevent errors and promote standardization to provide configurable Drop Down Menus to populate Category, Platform and Importance fields on the Article Detail screen of the Service Desk Knowledge Base.

    It would also be great that the Category selection to trigger Category specific content to auto-populate into the Text field.

    3 votes
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  3. Allow conditional fields to reference themselves

    I can show/hide fields based on the value of /other/ fields, but not based on the value of the field itself. For example, I want to be able to hide a field most of the time, but never hide it if it contains a value.

    15 votes
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  4. Email Notification when ticket moved to different Queue

    When a ticket is moved from a queue to another queue allow the ability to send an email notification to the queue owners.

    103 votes
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    This is typically handled with a ticket rule, as most teams have wildly different requirements and expectations. 


    While we review the feature for consideration, please feel free to update your comments from "we want this" to "How I would expect it to function is...".

  5. data masking or validation in help desk

    It would be great if we could apply data validation rules or masking on certain files like Phone Number for example. Currently the Phone number field requires numbers only, but tickets submitted via email will have - or () in them causing trouble.

    3 votes
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  6. Ability to disable new ticket email detection

    or at least give us options on how we want ticket email detection.

    12 votes
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  7. Multiple Queues-Templates only

    Needs to be a way to give user access to Templates of queues only.
    Scenario: user needs access to Help-desk template as well as "request template" base on a different ticket queue for purchase orders. So Two queues configure... Help-desk using a template.. and purchase order to uses request template

    With user having only access to help-desk queue.... user is defaulted to the template created and only seems to have access to that template... there is no option to create a generic ticket. (Perrrrfect because generic tickets don't have logical conditioning like template.)

    ISSUE: as soon as the user is…

    3 votes
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  8. Include a check box for Helpdesk that when a ticket is re-opened the closed date is set to default

    Have configuration option in Help Desk for what happens when a ticket is re-opened. Currently it keeps the closed date, but the option would set the date to default.

    4 votes
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  9. SMTP with MFA for Office 365

    Currently any email accounts used with Service Desk queues must be excluded from MFA on Office365/Azure. I would like to see MFA supported so that I do not need to exclude those accounts.

    1 vote
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  10. Custom text settings based on user.

    Custom text settings based on how the user sets their ticket replies.

    1 vote
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  11. We have requests for color coding ability with the status on the service desk.

    I know that priority can be set to a specific color but we have teams that would like status to be able to be colored as well.

    1 vote
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  12. Create a Kace ticket from Microsoft Teams

    To provide the ability to create a Kace ticket right from MS Teams Message, similar to Tickit.

    7 votes
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  13. Service Desk - Add a new ticket button on tickets view

    Currently to open a new ticket you need to Click on "Choose Action" Drop Down then select "New" in order to open a ticket. Since Majority of the time help desk staff go into the Ticket view to create tickets, please add a new ticket button right at the ticket view screen. So they don't need to click on the Choose action drop down every single time to open a ticket.

    1 vote
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  14. queue workflow

    Improved queue workflow options. wanted to create Purchase order queue. It would be nice to have the ability for.
    User creates ticket, send for manger for approval
    Then after manger approves, fiscal/ purchasing department can take ownership and add information to ticket, cost, quote, bid numbers, etc
    (all of above can currently be accomplished)
    would be nice if then after all information is filled in it could be then sent to a Director/CEO etc. for final approval

    Give or take a few more approval options depending on customers environment.

    3 votes
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  15. Assign ticket based on department field

    Please provide a way to automatically assign a ticket to a specific person based on the department field of the submitter.

    2 votes
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  16. The ability to restrict who can reassign a ticket

    Provide a way to limit who can reassign a ticket. Right now all ticket owners are able to reassign a ticket. This is a problem as it allows ticket owners to reassign a ticket they do not want to do to someone else. Perhaps it could be done by a label. Another suggestion is to provide an approval process where the Help Desk supervisor would need to approve the reassignment.

    2 votes
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  17. Allow to send attachments in notification ticket rules

    Built-in email notifications in the service desk allow to send the last attachment. But in many cases we need to replace them through custom ticket rules for more flexibility and better tayloring to customer needs. However, there is no option to include the last attachment in the email notification. It is possible to build a link to the attachment, but this is not a suitable workaround in many cases and is inconvenient.

    1 vote
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  18. create users in ticket

    Ability to manually type an email for the "submitter" of a ticket and not draw from the database of "users". Or the ability to quickly create a 'user' in the ticket. The end result of this is we want it to send our clients an email on close of the ticket. We are unable to have users create their own tickets and we are unable to import users for various reasons.

    1 vote
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  19. 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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  20. 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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